Page 35 ex. 5, 6, 7, 8, 9

 Working With Vocabulary

 

5. Listen and repeat the words in colour. Then choose the correct answer.

1. b. reschedule

2. b. cancel 

3. a. suit 

4. b. 

6. Listen and repeat the words and phrases in colour. Then match A to B to form sentences.

1. Let’s look for an alternative date …

   c. that’s convenient for everyone.

2. Michael is on the phone and needs directions because …

   d. he has got lost again!

3. Diana Michaels is held up in a traffic jam because …

   f. there was an accident on Central Road.

4. Mr Kelly had to leave the office urgently because …

   a. his daughter felt ill.

5. Greg came for his appointment with the network administrator on the wrong day because …

   b. his assistant got the dates mixed up.

6. We’ll have to start the meeting at 2.30 instead of 2.00 because …

   e. the head of our software department is running late.

    

   7. Listen and repeat the phrases in colour. Then match the clocks to the correct times.

   a → 3. It’s five o’clock. 

   b → 1. It’s half past two. 

   c → 4. It’s quarter to six. 

   d → 6. It’s twenty to seven. 

   e → 5. It’s ten past nine. 

   f → 2. It’s quarter past eight.

    

   8. Look at the clocks and write the times.

   1. It’s quarter past ten.

   2. It’s twenty to four.

   3. It’s ten past five.

   4. It’s half past twelve.

   5. It’s ten to six.

   6. It’s twenty‑five past four.

   
   

   9. Complete the text messages with the words below. 

1) James, I apologise for the inconvenience, but can we postpone the software testing from Tuesday to Wednesday, please?

2) Sorry I’m running late for our meeting. I’m held up in a traffic jam on the main road into town.

3) I’ve left you a list of meetings I’ve got this week. Can you please reorganise my schedule to fit these meetings in?

4) Your dentist called. She’s very sorry, but she has to cancel your appointment today as she feels ill. Please call to arrange a new one.

Page 34 Ex. 2

 Rescheduling Meetings

 

Exercise 2: Chose the best response

1- 

     B. Hello, Mark. What can I do for you?

2- 

     A. Oh, I’m sorry to hear that.

3- 

    B. Certainly. Let’s look at the calendar.

4-

    A. I won’t be available on that day. I’ll be busy with staff training.

5- 

    B. I’ve got a staff meeting in the afternoon, but I’m free in the morning.

6-

   A. Yes, I'll write in my diary

Diàleg

 

LUIS- Hello, this is Luis from NextWave Laptops. How can I help you?

LEO- Hello. I’m Leo, I bought a laptop here last week, and it’s already giving me problems.

LUIS- I’m sorry to hear that, Leo. What kind of issues are you experiencing?

LEO-  The laptop keeps overheating, and it randomly shuts down while I’m working. I didn’t expect that from a brand‑new device

LUIS- That definitely shouldn’t be happening. Have you noticed if it happens during specific tasks, like gaming or running heavy software?

LEO- Not really. It even happens when I’m just browsing the internet

LUIS- I understand. Let me check your purchase and run a quick diagnostic. If it’s a hardware issue, we can replace it or repair it under warranty.

LEO- Honestly, I’d prefer a replacement. I need a reliable laptop for work.

LUIS- That’s completely reasonable. If the diagnostic confirms the defect, we’ll arrange a replacement right away.

LEO- Thanks, call me when It's all finished. Have a good day.

LUIS- You too, Leo. Good bye.

Vocabulary Builder

 Arranging a Meeting

Attend the meeting                                                Light refreshments

Break                                                                    Make arrangements

Busy                                                                      Pack

Check your calendar                                             Participants

Confirm                                                                Previous commitment

Convenient                                                           Schedule

Equipment                                                            Sharp

Free                                                                       Take place

Give a presentation                                               Tied up

Hold a meeting                                                     Video conference

Rescheduling

Alternative date                                                Leave ... urgently

Appointment                                                     Participate

Arrange                                                             Postpone

Cancel                                                               Reorganise

Feel ill                                                               Reschedule

Get lost                                                              Running late

Got the dates mixed up                                      Suit

Held up in a traffic jam                                      Switch

Time

Half past                                Quarter past                                    Ten past

o'clock                                    Quarter to                                       Twenty to

EXTRA!

Absent

Adjourn

Boardroom

Chairperson

Conference call

Delay

Instead

Make it

Minutes

Punctual

Verify

Vote

Wrap up

UNIT 7 - PAGE 31 EX 4-8

4.

1. Thank you for calling. I'll be happy to assist you again in the future.

2. I don't know what to do. What do you suggest?

3. I can't remember exactly what you ordered. I'll check my records.

4. The order hasn't arrived yet. It must be lost in the post.

5.

1. Yes

2. No

3. No

4. Yes

5. No

6. Yes

6.

1. If the product is in its original box, I can give you a full refund.

2. I want compensation for the inconvenience you have caused me.

3. We finally found what was causing the problem. It was a faulty part.

4. There's a lot of competition in this area, so our company has been losing business.

5. Check the fan. It's making a noise.

6. This part doesn't fit where it's supposed to.

7.

1. Relations representative

2. Relations representative

3. Costumer

4. Relations representative

5. Costumer

6. Relations representative

7. Costumer

8. Costumer

8.

1. Timothy Moors tried to return a smartphone.

2. It is no longer under warranty.

3. I refuse to give him

4. give him a refund

5. or a compensation

6. He would make a claim with Head Office

UNIT 7 - PAGE 29 EX 5-7

 

5.

1. IT maintenance department

2. customer relations department

3. sales and marketing department

4. accounts department

5. human resources department

6.

1. discuss it

2. satisfied

3. charge

4. get back to you

5. damaged

6. opening times

7. hold the line

7.

1. customer number  - f. a reference assigned to each customer by a supplier

2. quote - d. the estimated cost for a job or service

3. enquiry - a. a request for information

4. overcharge - b. charge too high a price for a product or service

5. shipping date - e. the date a customer's order leaves the supplier

6. complaint - c. a statement that something is unsatisfactory

UNIT 7 - VOCABULARY

 

DEPARTMENTS

accounts department - departament de comptabilitat

customer relations department - departament de relació al client

human resources department - departament de R.R.H.H

IT maintenance department - departament de manteniment informàtic

sales and marketing department - departament de vendes i màrqueting

CUSTOMER SERVICE - SERVEI D'ATENCIÓ AL CLIENT

charge - cobrar                                                hold the line - mantenir la linia

complaint - quiexar-se                                    opening times - horaris d'obertura

customer number - número de client              overcharge - cobrar de més

damaged - danyat                                            quote - pressupost

discuss it - debatre                                          satisfied - satisfet

enquiry - consulta                                           shipping date - data d'enviament

get back to you - Et faré saber

COMPLAINTS - QUEIXES

assist - assistir                                                                lost in the post - extraviat

at our expense - a càrrec nostre                                     make a claim - fer una reclamació

check my records - revisa els meu registres                  making a noise - fer un soroll

compensation - compensació                                         missing a part - falta una peça

credited our account - acreditat el nostre compte          refund - reemborsament

defect - defecte                                                               refuse - refusar

doesn't fit - no encaixa                                                    return - retornar

error - error                                                                     suggest - suggeriment

faulty part - peça defectuosa                                          the wrong item - article equivocat

losing business - perdre negocis                                    under warranty - sota garantia

EXTRA

broken - trencat                                                        financial director - director financer

customer satisfaction - satisfacció del client            inappropiate - inapropiat

dissapointed - decebut                                              lose business - perdre negocis

displeased - descontent                                            managing director -  director general

dissatisfaction - insatisfacció                             research and development department - departament I+D

feedback - suport                                                     treatment - tractament

file a lawsuit - presentar uns demanda