TODO English at Work

English at Work Introduction

English at Work © British Broadcasting Corporation 2012 Page 1 of 3

bbclearningenglish.com

Hi I'm Neil. Thanks for joining me on English at Work - a new series of programmes set

in an office, full of top tips to help you learn some useful business language which you

could use in the workplace.

In the next few minutes you can join me on an introductory tour around one of London's

biggest imitation plastic fruit manufacturers, called Tip Top Trading. We're going to hear

from some of the employees that work so hard to keep the business running smoothly.

So come on then! Let's step into the office and eavesdrop on Tip Top Trading's possible

newest recruit. I say 'possible' because she is still being interviewed for the job of Sales

Executive…

Insert

Anna: Firstly, this job is an ideal match for my skills and experience: I've spent several years working in sales and I get on with people easily. Well, I mean, apart from the ones I don't like of course! Secondly, I know Tip Top Trading is one of the fastest-growing companies in London, and I want to be part of that.

Paul: That's absolutely right. Tip Top Trading is the fastest-growing company in

the plastic fruits sector.

Well said, Anna! If she gets that job I'm sure she'll be an asset to the company. The

decision is in the hands of Manager, Paul, who we heard there. He's a nice guy really, a

little disorganised, but when things go wrong he's got to take charge…a bit like this…

Insert

Paul: Yesterday was not a great day. Two clients came in with serious complaints. Mrs Kumquat received a delivery of imitation bananas that were purple – not very convincing, and Mr Lime ordered grapefruits, but got pineapples. Tom!

Tom: Yeah, listen... Paul: Were you responsible for these errors?

1



Tom: Well... yes, but - Paul: Look, mistakes happen. But it seems that Mrs Kumquat left our offices

even angrier than when she came in and she says she will never use Tip Top Trading again!

Tom: I tried my best. Paul: Hmmm.

Ah yes, Tom! I hadn't warned you about Tom, one of the company's top Sales

Executives – he's good….

Insert

Tom: (on phone) Tom speaking. Yah! Frankie! So what's the latest, are we on?

…. but his interpersonal skills need working on. Listen to this!

Insert

Tom: My computer has crashed. I've lost my phone. And there's a big, BIG problem with my timetable. I have two meetings scheduled at the same time with two extremely important clients. I can't do them both at once!

See what I mean! Now, every office needs a good office assistant – and Tip Top Trading

is no exception. It's got Denise, who's there to assist, organise and sometimes make the

tea…..

Insert

Denise: Oh sorry excuse me, here's your tea Paul. Paul: Thanks Denise. But goodness! She likes to talk… Insert

Denise: Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost had enough! I get treated like I'm some kind of servant!

That's Denise! I think we'll just leave the office now and let them get on with their work

(DOOR CLOSES)

2



So that's Tip Top Trading. There are plenty of other people we'll meet along the way –

so go on – why don't you join me for English at Work from bbclearningenglish.com. See

ya!

Listening Challenge - Answer

What kind of company is Tip Top Trading?

Tip Top Trading is a plastic fruit manufacturer.

3



English at Work Episode 1: The interview

Language for interviews

Narrator: Hold tight please! This is Anna, on a bus going to an interview for a job as

a sales executive at Tip Top Trading – one of London's fastest growing companies. How are you feeling Anna?

Anna: Oh, a little nervous but I really want this job. Narrator: Well don't worry Anna, as long as you say the right things, you'll be fine. Anna: The right things!? Like what? Narrator: You need to sell yourself, be confident, not arrogant and give examples. Like: A good example that comes to mind. I'm particularly proud of. Timekeeping is important to me. Anna: Oh right. Thanks. Perhaps you can come with me? Narrator: Sorry Anna, you're on your own now – but we'll be listening in. Look! You've just arrived. Good luck! Paul: Come in. Hello, I'm Paul, the Manager of Tip Top Trading. And you must be….? Anna: It's Anna. Paul: Yes, very good. Thanks for coming. Now somewhere in this pile, I've got your CV… Anna: Err, is that it there? Paul: Oh yes, thanks Hannah. Your qualifications look impressive but what sales

experience can you bring to our company? Anna: I worked in a shop once. Narrator: Ohhh Anna! Sell yourself. Give a good example! Anna: Oh right…mmm….well a good example that comes to mind is when I was involved with a campaign to promote and sell a new range of clothes – I loved doing it and it was…

4



Denise: Oh sorry, excuse me, here's your tea Paul. Paul: Thanks Denise. Now Anna, it looks like you've achieved a lot during your time at university. Could you give me an example of good team working during your time there? Denise: Sorry! I forgot the sugar. Paul: Thank you Denise. Anna: Hmm, so you want an example? I was the treasurer of the debating society at university. That was OK I suppose. Narrator: Come on Anna. Be more enthusiastic – the debating society is exciting! Anna: I mean… I'm particularly proud of how I organised the finances for the

debating society. We had a very small budget and I had to make decisions on what to buy.

Narrator: I like it! "I'm particularly proud of" - Positive but not boasting. You're doing well. Paul: Very impressive – so you're a good planner Anna! We like organised people here... ooops, silly me. I seemed to have spilt tea over your CV. Anna: Oh, do you need some help? Paul: Oh no…I'm sure it'll dry out… carry on please… Anna: Also… timekeeping is important to me… Narrator: "Timekeeping is important to me" – that's good! Anna: I always try to complete my work on time. At university I never handed my assignments in late. Paul: That's good to hear. We like punctuality here… Denise: Excuse me Paul. Sorry it's a bit late – but I thought you might like a biscuit with your tea. Paul: Hmm thanks….oh lovely, custard creams… mmm. Now Hannah, finally I

wanted to ask you what exactly made you apply for this job at this company?

Anna: Errrr… ooo… well. The reason I applied is…. Narrator: Yes, yes, yes Anna? Do you need a bit more time to think? Anna: Errr…mmm…

5



Narrator: What's she going to say? How would you answer that? Join us next time to find out. Before we go, here's a reminder of some of the great lines Anna's used today… A good example that comes to mind I'm particularly proud of. Timekeeping is important to me. Until next time, bye bye!

• Listening comprehension question What was Anna's role in the university debating society? She was treasurer.

6

English at Work Episode 2: The interruption

Structuring answers



Narrator: Hello! Welcome back to the offices of Tip Top Trading, where Anna's interview for a sales job continues. When we last said goodbye, Tip Top boss Paul had asked Anna why she wanted the job. First she said:

Anna: Errr... mmmmm... Narrator: Since then, she's added: Anna: Mmmm... errr... Narrator: And as we join her again, Anna is saying: Anna: Well, errrr... I'm errr. Narrator: Come on Anna! If you can't think of the word you need, find another way

of saying it. Anna: I am... Well, I really, really want this job and I am willing to work very

hard if I get it. Paul: So you’re very motivated, then? Anna: Motivated! Yes, that’s it. I am really motivated. Paul: Good! Why? Narrator: Now over to you Anna, structure your answer! Say 'firstly', then give your

first reason, 'secondly' and then a second reason. Then say 'above all' and give a really, really good, enthusiastic final reason! Go for it: firstly!

Anna: Firstly! Paul: Firstly...? Anna: Firstly, this job is an ideal match for my skills and experience: I've spent

several years working in sales and I get on with people easily. Well, I mean, apart from the ones I don't like, of course. Secondly, I know Tip Top Trading is one of the fastest-growing companies in London, and I want to be part of that.

Paul: That's absolutely right, Tip Top Trading is the fastest growing company in

the plastic fruit sector. But enough about the company, this is all about you, Annabel.

7



Anna: Anna. Paul: Sorry, Anna. Where were we? Anna: Well, I said that firstly, this job is an ideal match for my skills and

experience, secondly, the company is growing fast... and… and… above all … the reason I want this job is-

Paul: Yes? (mnock on the door) Denise! Is everything all right? Denise: No Paul, it’s not. Everything is not OK! Paul: You look pale. Here, sit down, drink what's left of my tea. Denise: Oh, thank you! Oh… what are those bits floating in it? Paul: Oh they're just lumps of soggy biscuit. In fact, if I can just... get that bit

out... with my finger... for you… Mmm, delicious! Now, tell me what happened.

Denise: Well, it's terrible... Narrator: Oh dear! Just as Anna was doing really well, it looks like her interview has

come to a sudden end. What’s happened? Join us next time to find out. But before we go, here's a reminder of how Anna structured her response:

Firstly, this job is an ideal match for my skills and experience Secondly, I know Tip Top Trading is one of the fastest-growing companies in London and… above all … the reason I want this job is.. Anna couldn’t remember the word ‘motivated’ so she just found another

way of saying what she meant. I really, really want the job and I am willing to work very hard if I get it. Nice work, Anna! Let's hope you get the chance to finish your interview

next week!

• Listening comprehension question What word is Anna struggling to remember that means being very enthusiastic and wanting very much to succeed? motivated

8

English at Work Episode 3: The crisis

Making suggestions



Narrator: Here we are again at Tip Top Trading, where Anna's interview for a sales

job has been suddenly interrupted. Office assistant Denise has entered the room, looking very worried. What's wrong? And will Anna have any suggestions that might help?

Denise: I don't know what to do! Paul: So what's the matter Denise? Denise: You know the PowerPoint presentation? Paul: The one we've been preparing for the last two months? Denise: Yes. Paul: The one that's very, very important and that we need this afternoon? Denise: That one. Paul: Aha. Denise: We've lost everything! Paul: No! Denise: I had it on a USB stick, to transfer it, but the stick has vanished! Narrator: Right Anna, now is your chance to help them find solutions to the problem.

You'll need phrases like: Can I make a suggestion? Why don't you...? Have you tried...? Maybe we could...? How about...? I have an idea! Paul: But don't you have it saved on your computer? Denise: No, it was taking up a lot of space, so I deleted it. Paul: So you have lost the only copy we have. Denise: Yes.

9



Narrator: What idiots! I've never seen such a disorganised office. Go on, you'd better help them, Anna.

Anna: Can I make a suggestion? Paul: Yes, please do! Anna: Why don't you try looking in your recycle bin? It might still be there. Denise: I did. It isn't. Anna: Have you tried asking your colleagues if they've seen the memory stick? Denise: I did. They haven't. Anna: How about looking through your rubbish bin to see if you threw it away by

mistake? Denise: (getting shirty) I don't do silly things like that! Paul: All very sensible suggestions Anna, thank you. Anna: Maybe I could do a big office search for you...? I'm good at finding things. Denise: There are confidential documents in this office – non-staff are not allowed

to see them. Paul: Now, now Denise. Why don't you drink up that nice tea? Anna: I have an idea! Did you ever email the presentation to anyone? Paul: Golly gosh, you did Denise! You emailed it to me to proof-read. It'll be in

my inbox somewhere. Good thinking Anna! Denise: I was just about to suggest that myself actually. Paul: Problem solved. Thank you Anna! Anna: Pleasure. Narrator: Well done Anna! Paul: Right, now please leave us Denise. Anna and I will continue our interview.

Would you like a biscuit Anna? Anna: Thank you. Oh, what's that? Paul: Oh golly gosh, the USB stick! It was mixed in with the plate of biscuits that

Denise brought in. Anna: It's wet!

10



Paul: Yes, I think maybe I stirred my tea with it at one point. Oh well. Now, where were we...?

My goodness, it's 11 o'clock! I have a meeting right now! I'm afraid I'm

going to have to go. But I've made up my mind about you anyway. I suppose you'd like to know if you've got the job?

Anna: Yes please! Narrator: Ah - Stop right there! I'm sure everybody would like to know if Anna's got

the job – but everybody's going to have to wait until we've heard her helpful phrases once again:

Can I make a suggestion? Why don't you try looking in your recycle bin? Have you tried asking your colleagues if they've seen the memory stick? How about...? Maybe I could do a big office search for you...? How about looking through your rubbish bin...? I have an idea! Paul: Anna, we need someone who can think on her feet and who is a first-rate

people person. Someone who sees solutions, not problems... someone like you! So if you want the job, it's yours!

Narrator: Ah, now think carefully Anna – do you really want to work for these

people? They seem a bit... disorganised. Anna: I would definitely like the job! Thank you! Narrator: So be it. Join us again next week for Anna's first day as a sales executive

at Tip Top Trading.

• Listening comprehension question

Why was the memory stick wet? Because it had been in Paul’s tea.

11

English at Work Episode 4: Doing lunch

Introducing yourself



Narrator: Last week, Anna got the job of sales executive at Tip Top Trading, thanks

to her quick-thinking in an office crisis. Today it's her first day in the office. How are you feeling now, Anna?

Anna: Excited, but a bit worried. I really want to make a good first impression. Narrator: Well, you're going to need some phrases to introduce yourself politely,

such as:

Hello, I don't think we've met. You must be – and say the person's name. I've just joined the team. Nice to meet you. Have you worked here long?

Why don't you start by saying hello to Tom Darcy, the Senior Account

Manager? Tom: (On the phone) Yah, yah, no, yah, yah, OK, yah. I'll seal the deal, yah, no

worries. OK, see ya mate, bye! (Hangs up) Anna: Hello, I don't think we've met. Tom: No. Anna: You must be Tom. I'm Anna. I've just joined the team. Tom: Uh huh. Anna: Nice to meet you. Have you worked here long? Tom: Sorry, I'm quite busy right now – I've got a big deal just coming through.

But let's get together sometime. Um... can you do lunch tomorrow? Anna: You want me to do lunch? Well, I'm not very - (Telephone rings) Tom: Sorry, important client. Lunch tomorrow at 12.30 then? (On the phone) Tom speaking. Yah! Frankie! So what's the latest, are we

on? Anna: Well, OK then.

12



Narrator: Great Anna! You used some nice phrases to introduce yourself. It's a shame Tom thinks he's too important to do the same.

Anna: I'm sure he's just busy. But I'm a bit worried about tomorrow! (The next day…) Anna: (Struggling into the office carrying cooking implements) Good morning

Paul! Paul: Good morning Anna, are you OK? Anna: Fine, the kitchen's through there, isn't it? Paul: Er, yes. (Kitchen noises as Anna starts preparing lunch) Denise: Anna! Anna: Oh hi, Denise! Denise: What are you doing? Anna: Cooking lunch for Tom. Denise: You what? Anna: Tom asked me to have lunch ready for 12.30. Denise: Did he indeed? Tom: Er, Anna. Anna: Hi Tom! Tom: What are you doing? Anna: Spring rolls, followed by crispy duck in black bean sauce. Tom: No, I mean, why are you cooking? Anna: Well, if I don't start now, it won't be ready for you by 12.30. Tom: Oh, you misunderstood me, Anna. When I said "Can you do lunch?" it

didn't mean "Can you make lunch?" It meant "Are you available to come to lunch with me?" In a cafe or something.

Anna: Oh! Paul: Mmm... something smells good, but what's going on here?

13



Denise: Anna thinks it's her job to cook for people! Anna: No, no, I misunderstood! Tom: Anna just got a bit confused. Paul: Well, never mind, it looks tasty. Anna: There's enough for everyone if you want some. Paul: I think that's a splendid idea, we can have an office picnic! Anna: Yes! Paul: Mmm, that sauce looks delicious. Anna: Yes, it's my favourite. Narrator: Well, once again everything has worked out well for Anna! Before we go, a

reminder of the phrases she used: Hello, I don't think we've met. You must be Tom. I've just joined the team. Nice to meet you. Have you worked here long? Narrator: Just remember - if somebody says "Would you like to do lunch?" they're

not usually expecting you to cook for them! Goodbye.

• Listening comprehension question What is Tom’s job title at Tip Top Trading? Senior Account Manager.

14

English at Work Episode 5: The Queen of Sheba

Polite requests



Narrator: Welcome back to English at Work. We're still in Anna's first week in the

busy offices of Tip Top Trading. How's it going Anna? Anna: Everything's still so new to me. I keep needing to ask people for help! Narrator: Well, that's only natural at the beginning. To ask people politely for help

use the words would and could. You can also use the word please, but don't make the mistake of thinking's enough to make what you say polite.

Anna: Er, ok. Paul: Hello Anna! Anna: Oh hi, Paul! Paul: I was wondering if you could do something for me? Anna: Yes of course. Paul: Would you be able print out a file for me? It's a document on CBL –

Convincing Bananas Limited – they're one of our suppliers. The file should be on the system and could I have it in the next ten minutes please, as they're on their way here for a meeting?

Anna: Yes. Oh no, I've no idea how to find it! Tom...?! Tom: Er, ask Denise. She should know. Anna: Ok, thanks Tom, I'll ask her. Denise: (on the phone to Sharon) I'd warned her, you know, I said 'Victoria, if you

don't change your hairdresser- Anna: Denise? Denise: One day you'll… hold on a moment. Anna? Anna: Please email me the background file on CBL. Denise: Er! Anna: Thank you.

15



Denise: (on the phone) Who does that girl think she is?... Anna... new girl... I told you about her... yes with the saucepans, that's the one. She's only been here five minutes and she's already acting like the Queen of Sheba...

Anna: Oh and Denise, please send it to me within five minutes, Paul needs it

soon. Thank you. Denise: Really! Tom: He he, good to see who's the boss, eh Denise? Denise: Really! Narrator: Er, Anna, I think you've upset Denise...? Anna: Upset Denise? Narrator: You were a bit rude when you asked her to help. Anna: Was I? Narrator: Remember what I said Anna. Just using ‘please’ to ask someone to do

something can sound a little rude. Anna: Oh. Narrator: Instead of saying 'Please send me the file' you could say 'Could you

possibly send me the file?' or 'Would you mind sending me the file?' Anna: Oh! English is so confusing! I'll try to remember that. Oh no, the printer

isn't even set up! Tom? Tom: Yeah? Anna: Please help me with…I mean, could you possibly help me with the printer? Tom: Er... I need to finish this email to a really important new client. Anna: But it's really urgent. Would you mind writing your email later? Tom: Okay, since you asked so nicely. Let's have a look... Narrator: Well, it's a good thing Anna has understood how to use 'could' and 'would'

to ask for things, before she upsets anyone else. Let's hear those phrases again:

Paul: I was wondering if you could do something for me? Paul: Would you be able print out a file for me?

16



Paul: Could I have it within ten minutes please? Anna: Could you possibly help me with the printer? Anna: Would you mind writing your email later? Narrator: The printer seems to be working well, but how well are Anna and Denise

working together? Are these two going to be enemies? Denise: Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost

had enough! I get treated like I'm some kind of servant!

• Listening comprehension question What reason does Tom give for being too busy to help Anna with her printer? Tom says he has to send an email to a client.

17

English at Work Episode 6: Double-booked

Offering to help



Anna: ‘Look forward to hearing from you soon. Kind regards, Anna.’ Denise: (on the phone) ... And Margery said: 'I don't think I've ever seen a

vegetable quite that size before...' Paul: Where's that hole-punch?! Narrator: Ah, business as usual in the offices of Tip Top Trading. Tom: Oh for goodness sake! What a disaster! I can't believe it! Narrator: But one member of the team seems bothered. Tom: Arrgh! Narrator: Anna, this is the moment to show you’re willing to help. Anna: Yes! Narrator: Use phrases like 'Is there anything I can do?' 'Let me help!' or, to be more

informal, you can say, 'Can I give you a hand?' or 'Give me a shout if you need anything!'

Anna: Right. Narrator: Go on! Anna: Are you okay Tom? Tom: (grumpily) No. Anna: Is there anything I can do? Tom: (grumpily) No. Anna: Oh. What's wrong? Tom: Everything. Anna: I see. Can I give you a hand?

18



Tom: My computer has crashed. I've lost my phone. And there's a big, big problem with my timetable. I’ve got two meetings scheduled at the same time with two extremely important clients. I can't do them both at once!

Anna: Let me help. Tom: Thanks Anna, but these are big, big clients. They need someone of

experience. Anna: Well, give me a shout if you need anything! Tom: I can handle this, alright? Narrator: 'I can handle this'... ungrateful idiot. But you used all the right phrases

Anna, well done. Anyway, I bet he'll change his mind. Denise: Oooh, I know, and the purple ones are so much more powerful... Tom: Anna? Could you help me? Narrator: Ha! I told you so! Tom: They've both arrived at once! Oh god! I'll deal with Mrs Kumquat... Anna: Okay. Tom: You talk to Mr Lime, he's from a company called Citrus Ventures. They own

hundreds of juice bars. Denise: Are you sure that's a good idea Tom? Tom: I don't have much choice, do I? Denise: Well I could- Tom: Just keep him occupied Anna, tell him how great he is... no, no, tell him

how great I am. Find out what he wants. If it's about the - well, never mind, just be nice.

Anna: Understood. Tom: Mr Lime! Are you well? Mr Lime: Yes, but I'm actually rather angry too. Tom: Ah, well let me introduce you to Anna! Anna: Mr Lime, it's a pleasure to meet you! Let me help with your coat.

19



Mr Lime: Oh er... Thank you. Anna: Can I give you a hand with your scarf too, Mr Lime? Mr Lime: Oh... Thanks. Anna: Now, please come this way and you can tell me what's wrong. Narrator: Well done! Anna used some good phrases to step in and help with this

mess. Let's hear them again: Is there anything I can do? Let me help. Can I give you a hand? Give me a shout if you need anything. Narrator: But Mr Lime is obviously upset about something. What is it? And how will

Anna deal with the problem? Let's hope it doesn't end in disaster!

• Listening comprehension question What does the company Citrus Ventures do? It runs juice bars.

20

English at Work Episode 7: Mr Lime’s grapefruits

Apologising



Narrator: Ah hello! Welcome back to Tip Top Trading – the UK's leading wholesaler of

imitation fruit. Today you're joining us in the middle of the action! Anna is with an important client Mr Lime, from Citrus Ventures. He's angry and she'll have to calm him down. She could cope brilliantly here or this could be a horrible mess!

Anna: Well Mr Lime, how can I help you? Mr Lime: On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top

Trading. Anna: Yes. Mr Lime: The delivery was made on Tuesday. Anna: Oh dear. Mr Lime: And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples! Narrator: Right Anna, this is serious. You're going to have to apologise and show

that you really mean it. Say: I'm really sorry to hear that. Anna: I'm really sorry to hear that, Mr Lime. Mr Lime: What on earth am I going to do with 800,000 plastic pineapples? Narrator: Show Mr Lime that you understand the problem. These are phrases you

can use: That's totally unacceptable.

That must have been very inconvenient for you. And then promise to fix the problem. Say: You have my word that we will sort this out. We can do something to make up for the inconvenience. It won't happen again. Mr Lime: 800,000 plastic pineapples! Anna: That's totally unacceptable. Mr Lime: I didn't even have anywhere to put them - and pineapples are so much

bigger than grapefruit!

21



Anna: It must have been very inconvenient for you. Mr Lime: It certainly was! When he took my order, your colleague Tom told me that

Tip Top Trading was the most reliable firm in the industry! Anna: You have my word that we will sort this out. We'll remove the pineapples

and have your grapefruit sent via express delivery this afternoon. Mr Lime: Good. Thank you. Anna: And we could include some of our latest-edition imitation oranges to make

up for the inconvenience. Mr Lime: Oh! Well, that would be nice! Narrator: Tip top Anna! Excellent work and excellent words. Anna: They're made with revolutionary premium faux-orange, laser-curve-

definition technology... you will be the first to have them! Mr Lime: Wow, now that's good customer service! Tell me, do you have any other

artificial fruits in this range? Anna: Yes. Well, it's a bit of a secret, but you're a trusted client, so I think I can

tell you... Mr Lime: Go on... Anna: We're about to unveil a new Imperial Lemon. Mr Lime: Really? Anna: I can't tell you any more for now. But… Mr Lime: Yes... Anna: Maybe we could present it to you more formally in a couple of weeks, when

it's ready for release...? Mr Lime: Sounds perfect. Anna: You would be the first to see it! Mr Lime: Excellent. Thank you, er... Anna, isn't it? Anna: Yes. Mr Lime: A very pretty name. Anna: Thanks. It's spelled the same forwards and backwards.

22



Mr Lime: Is it really? Anna: Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promise

you, it won't happen again. Mr Lime: Good, good. You're new here, aren't you Anna? Anna: Yes. Mr Lime: Well I look forward to working with you. Narrator: What a success! Mr Lime has come away a very happy customer! Here are

the phrases Anna used while apologising: I'm really sorry to hear that, Mr Lime. That's totally unacceptable. It must have been very inconvenient for you. You have my word that we will sort this out. And we could include some of our latest-edition imitation oranges to make up for the inconvenience. I promise you, it won't happen again.

What will Anna's boss Paul have to say about her work today? Join us next week to find out.

• Listening comprehension question How many plastic grapefruit was Mr Lime meant to receive from Tip Top Trading? 8,000

23

English at Work Episode 8: Room 301

Giving praise



Paul: Good afternoon. Anna & Tom: Hi, good afternoon. Paul: Anna, Tom, room 301 please. Now. Narrator: Welcome back to Tip Top Trading, where things are a teeny bit tense

today. Paul has called Tom and Anna into room 301, the place where difficult conversations happen. Perhaps Paul has found out about yesterday's unhappy clients.

Anna: Oh dear. Narrator: You should be okay Anna. After the way you coped with Mr Lime, you

should be praised. Anna: Really? What do you think Paul will say? Narrator: Well, if he is pleased, he'll say things like:

Well done. You handled it well. Great job. I'm really impressed. Anna: And if he's not? Narrator: Well, I suppose – oop. Here’s Paul now! Paul: Well, Tom, Anna... Yesterday was not a great day. Two clients came in with

serious complaints. Mrs Kumquat received a delivery of imitation bananas that were purple, not very convincing. And Mr Lime ordered grapefruits, but got pineapples. Tom.

Tom: Yes. Paul: Were you responsible for these errors? Tom: Well... yes, but… Paul: Look, mistakes happen. But it seems that Mrs Kumquat left our offices

even angrier than when she came in and she says she will never use Tip Top Trading again.

24



Tom: I tried my best. Paul: Hmmm. I understand you told her to spray-paint the bananas and to 'stop

being such a miserable old witch'. Tom: Yeah, well look, she'd been very rude to me. Paul: If you weren't such a good salesman I would fire you for that. Anna. Anna: Yes. Paul: Well done. Not only was Mr Lime satisfied that his problem would be

resolved, but we might even get some extra business from him, thanks to your Imperial Lemon proposal.

Anna: I hope so. Paul: You were in a difficult situation and you handled it well. You remained

calm, friendly and professional. So, great job. I'm really impressed. I'm going to…

(phone rings) Paul: Who's that? Oh no. It's a call from the USA. Tom: Oh god! Anna: What? Tom: It’s the boss! Anna: Whose boss? Tom: Ours! The big, big boss, based in America. Paul: Shhhh! (on the phone) Hellooo? Ah, good afternoon Mr Socrates, I mean,

er- morning, ha ha, where you are it's … yes, no, n-yes …. I'm not sure. Mrs Kumquat … did she? … well, it was very unfortunate …. purple, yes …. totally unacceptable …. I will. If you'd like I could …. Mr Socrates? Hello? Mr Socrates? Oh, he's gone.

Right where was I? Tom, great work. Anna, I'm disappointed. No, no,

Anna, great work, I want you to take charge of the Imperial Lemon presentation. Tom, if you speak to a client like that again there will be disciplinary action. Mrs Kumquat was so angry she even emailed Mr Socrates. Ok, that’s it.

Narrator: Phew! What a relief for Anna. Let's listen again to some of the phrases Paul

used to praise her: Well done. You were in a difficult situation and you handled it well.

25



So, great job. I'm really impressed. He also explained why he thought Anna had done a good job: You remained calm, friendly and professional. Excellent work Anna. But Tom's mistakes have given everyone a lot of work to do tomorrow. Paul: First thing tomorrow we need to sort this mess out. Tom, I want you to

phone every single client and check the orders. Anna, you can go to the warehouse and find out what's going on in there!

• Listening comprehension question In which country is the ‘big boss’ of Tip Top Trading based? America / United States

26

English at Work Episode 9: The warehouse

Checking information



Narrator: Welcome back! This is what's happening today: as a result some of embarrassing mistakes in deliveries, Tip Top Trading's big boss in America has ordered a re-check of every order this month. So, Paul is talking to key customers to see if they've got what they needed:

Paul: I just want to check you're happy with the grapes? Narrator: Tom, whom we all know was responsible for the disaster, is phoning his

clients to make sure he has the correct information about what they want: Tom: Ya, yah, I just want to make absolutely sure we get the order right for you

and have the correct number of fruit... Narrator: Denise is, well, talking on the phone to a friend. Denise: Brown shoes don't look right on him! He's not a brown shoe sort of

person... Narrator: Anna has to go down to the warehouse, where the products are prepared

for delivery. Anna: I have to speak to Mr Ingle. Apparently he's not very friendly! He might

not like me asking lots of questions! Narrator: Well, be polite, and start your sentences with things like: I just want to make sure that... Could you possibly clarify... I just want to check... Just to be absolutely clear... One thing I wasn't sure of was... Narrator: Good luck! Anna: Mr Ingle, I don't think we've met yet, I'm Anna. Ingle: Hello. Oi! What are you doing with those boxes? I told you to put them in

storage. Anna, eh? Anna: Yes, sorry to bother you, I just want to check something. We've had a few

problems with orders….

27



Ingle: Well, that's not my fault. I do exactly what I'm asked to do. (To workers) No, not there, in storage!

Anna: Oh, well, I just want to make sure that…. Ingle: Thirty years I've been doing this job, and I've never made a mistake. Anna: Of course, but because we've had problems, we need to make absolutely

sure that all deliveries are correct. Ingle: Humph. Anna: Could you possibly clarify what went out in today's delivery to Mr Berry of,

er, Bluetree Enterprises? Ingle: 500 redcurrants. Anna: Right. That's fine. Narrator: Well done Anna, this is going very well. Remember that other phrase – "I

just want to check…" Anna: OK. Now, I just want to check what was sent to Cocoline Limited – it

should have been fifteen mangos – Ingle: That's right. Anna: Great, and just to be absolutely clear, you sent the soft mangos, not the

plastic ones? Ingle: Yes, just like I was told to. Anna: Good. One thing I wasn't sure of was whether we had enough yellow

bananas in stock – I know there are some purple ones, but- Ingle: We do need more yellow bananas. Anna: Okay, I'll just write that down. Thank you Mr Ingle. By the way, I like your

overalls! Ingle: Oh thanks. Narrator: Well he was a bit unfriendly, but Anna got what she needed. Here are the

phrases she used: I just want to make sure that... Could you possibly clarify... I just want to check... Just to be absolutely clear... One thing I wasn't sure of was...

28



Well, everything in the warehouse seems to be okay. Back in the office,

Tom is having less luck. Tom: (on the phone) Really? Here it says 5,000 not five... oh... Narrator: It's going to be a long day for him! Until next time. Bye!

• Listening Challenge What kind of fruit was sent out to Mr Berry of Bluetree Enterprise? Answer: redcurrants.

29

English at Work Episode 11: Overtime

Checking information



Narrator: It's late at the offices of Tip Top Trading. Anna is alone, working. Again.

She's been doing this all week, she wants her presentation to Mr Lime to be perfect so she's been spending hours and hours on it. Anna?

Anna: Don't interrupt! I'm busy. Narrator: Woah! Anna: Sorry. Narrator: Anna, you're really burning the candle at both ends. Anna: What? Narrator: Burning the candle at both ends – it means working very hard – working

late and getting up early to work all the time. Anna: Oh. I didn't know that expression. Narrator: Well here are some more: You're doing overtime; which means you're working longer than office

hours. You're putting in the hours; which means you are spending all the time

needed to achieve something. Anna: Yes, I'm putting in the hours to make sure my presentation is perfect. Narrator: And if you don't mind me saying so, you might burn out; which means you

are working so hard that you might get very tired and run out of energy. Anna: I'm not burning out. I'm full of energy. I just need to finish this bit... Denise: My goodness, nothing's locked. Do you think we've been burgled? Tom: Oh no! I left my lap-book and my me-pad on the desk... and my i-top –

they're worth thousands! They're all the latest versions! Denise: I left out my elephant mug and my lady-curve nail file. They better not

have stolen them! Anna: (Talking in her sleep) but it's premium, premium, faux-orange premium!

30



Tom: Anna? Denise: It's Anna, she's asleep. Anna! Anna: (waking up with a jump) Oh! Lemons! Denise? Tom? Tom: Have you spent the night asleep at your desk Anna? Anna: Is it morning? Oh dear, yes I think so. Denise: Well, at least we haven't been burgled then. Tom: Anna, you've really been burning the candle at both ends lately. Denise: Yes, you've been doing hours and hours of overtime. Most people get their

work done within office hours and anyway, we don't pay overtime here. You’ll never find me working late!

Tom: Yes, I'd noticed that Denise. Anna: But this presentation must be perfect. Denise: If you're not careful, you'll burn out! Then you'll really be of no use to

anyone. You'll be as useful as a chocolate teapot. Tom: It's good that you're putting in the hours Anna, but you should calm down.

Look at me, I do very successful presentations without spending hours preparing.

Denise: Ha! Tom: In my presentation to Every Apple I just swooshed in with no preparation

after a night on the town. I charmed them. They loved me! Narrator: Idiot. I bet he actually spent hours preparing he just can't admit it. Anna: Well, maybe you're right. I can't think clearly anymore, I'm so tired. I need

to sleep properly otherwise I'll end up trying to sell bananas instead of lemons.

Narrator: Anna has finally got the message: she's realised she's been working too

much. She needs to be realistic. Here's a reminder of some of the phrases we heard to talk about how much Anna had been working:

Burning the candle at both ends. Doing overtime. Putting in the hours. Burning out.

31



Let's hope she's thinking clearly by the time she has to do her presentation. Join us next time to find out! Bye.

Listening Challenge

What phrase does Denise use to mean Anna will be no use to anyone? Answer: As useful as a chocolate teapot

32

English at Work Episode 12: The big day

Opening presentations



Narrator: Hello, welcome to the offices of Citrus Ventures! It's a big day for Anna, she's about to present Tip Top Trading's new Imperial Lemon to Mr Lime and his colleagues. This must not go wrong.

Anna: …revoltionary laser-curve.... revolUtionary laser-curve... revol- Narrator: How are you feeling today Anna? Anna: Scared! I want to do really well. If I mess up and Citrus Ventures doesn't

place an order, I'll be so upset. Narrator: You're well prepared, that's the main thing. Remember that the beginning

of your presentation is especially important. Explain clearly how your presentation will be organised.

Anna: OK. Oh dear, I didn't think of the very beginning. Can you give me

examples of what I should say? Narrator: After you've introduced yourself, you could say: Today I'm going to... and explain. Then say: I'll start by... And then I'm going to move on to discuss… And finally... Anna: OK, like this: Today I'm going to... I'll start by... And then I'm going to move on to discuss… And finally... Narrator: Exactly. Anna: Right, thanks, I'll try. Everything will be fine. I feel relaxed now. Mr Lime: Anna! Anna: Mr Lime! Mr Lime: How lovely to see you. You look absolutely... I've been looking forward to

this for days! Everyone is waiting in the meeting room. Come this way.... Anna: Oh gosh.

33



Mr Lime: Everyone in Citrus Ventures is very excited about this new Imperial Lemon, so I allowed a few extras to come and watch, I hope you don't mind. All your equipment has been set up so you can begin!

Anna: Hello, I'm Anna of Top Tip Trading… I mean, Tip Top Trading, sorry! I'm very unhappy to be here. Narrator: Anna- focus! Anna: I mean, I'm very happy to be here. Narrator: Anna, breathe deeply, then say: Today I'm going to... Anna: Today I'm going to... Today I'm going to present our revolutionary, new

Imperial Lemon. I'll start by telling you a bit about Tip Top Trading and some of the exciting new developments at our company. And then…I’m going to move on to explain how the Imperial Lemon is designed and what makes it so revolutionary. And finally, you will all have a chance to see it close up for yourselves and ask questions.

So, let's begin. This picture shows... Narrator: Well, as usual, Anna seems to be turning a difficult situation into a success.

She used the phrases we discussed, which made her opening clear and well-structured. She said:

Today I'm going to... I'll start by... And then I'm going to move on to discuss… And finally... But that's just the beginning, now she's got to get through the rest of the

pitch – how will that go? Anna: …this picture shows….oh no, why isn’t it working…I should just click on

this….oh, what’s wrong with this stupid computer! Narrator: Uh oh! It was all going so well but now Anna’s got computer problems.

What is she going to do? We'll find out next time. Bye!

• Listening Challenge

Where is Anna’s presentation taking place? The answer is at the end of the pdf transcript. (Answer: In the meeting room at Citrus Ventures)

34

English at Work Episode 13: The Imperial Lemon

Making a pitch



Narrator: Hello, welcome back to the offices of Citrus Ventures! (broken computer + murmur of people at meeting, as proceedings have

been interrupted) Anna's presentation to Mr Lime and his colleagues continues... Well,

almost! Her computer has jammed and the presentation, along with her notes, are frozen.

Anna: Oh no, this is terrible! Narrator: Anna, you're going to have to manage without the slideshow or notes. Just

talk! Anna: Just talk! Just talk! You just talk! What on earth am I going to say? My

mind is blank. Narrator: Try to remember the key points you wanted to share, and give them one

by one. If you can, give some facts that support each point. For example: Tip Top Trading is growing fast – our number of clients doubled last year.

Use phrases like this: The company has a strong track record of... Let me share with you... The Imperial Lemon's key strengths are... Anna: OK. Ahem! (murmurs die down) Sorry about that, I'll just have to continue talking without the slideshow.

So, ahem.... Tip Top Trading is growing fast – our number of clients doubled last year. This is because our company-

Narrator: Yes, but try not to bark out information like a robot. Look people in the

eye, slow down and try to be more conversational….oh, and smile! Anna: (more conversationally) Tip Top Trading is growing fast – our number of

clients doubled last year. This is because our company has a strong track record of reliability and because, thanks to new technology, our fruits are more and more convincing. Our bananas have won awards for being the most authentic-looking fruits in Europe.

35



We are very happy that Citrus Ventures is already among our clients and

we hope to build on that by offering you more exciting new fruits. Let me share with you our latest product: (sound of unzipping of a bag)

the Imperial Lemon. (impressed murmur from the audience) The Imperial Lemon's key strengths are its design and flexibility. It is

made with revolutionary faux-orange-premium, laser-curve-definition technology... (fade out)

Narrator: What an excellent performance from Anna. She focussed on some key

points, supported them with facts and structured her answer clearly. She also managed to relax and sound more natural. She used these phrases:

The company has a strong track record of... Let me share with you... The Imperial Lemon's key strengths are... Let's fast-forward to after the meeting to see if she gets an order. Anna: …so thank you for your time, I hope you're impressed with our Imperial

Lemon. Mr Lime: Fantastic Anna, fantastic! Anna: Thank you. Mr Lime: Those... lemons – wow. I'd like to put in an order for three hundred

thousand right away. Anna: Of course. Mr Lime: Now, what's your direct phone number? Narrator: Good work. Although, I must say, Mr Lime seems just as excited about

Anna as he is about the lemons. Hmm....watch out Anna! Until next time!


Question: What does Anna say are the key strengths of the Imperial Lemon? Answer: Its design and flexibility.

36



English at Work Episode 14: Telephone tell-tale Giving feedback

Narrator: Hello. We're back at Tip Top Trading. Anna is very busy dealing with Mr

Lime's big order for Imperial Lemons. (phone rings) Anna: Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know,

you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back later. Bye. (hangs up) Tom, Mr Hu called you.

Tom: Mr Hu- Anna: Mr Hu: H-U Tom: Anna, Mr Hu is a very important- (phone rings) Oh! What now?! (answers) Yes? Tom: (to himself) I'm going to have to talk to the boss about this. Anna: No. I'm busy, give me your number, I'll call you later. Yep, yep, 6... 8...

thanks. Bye! (hangs up) Right, now where was I? Paul: Anna, could I have a word? Anna: Yes. (to herself) Ohhh, he must want to tell me how pleased he is with the

Citrus Ventures deal. (door closing) Paul: Now, Anna... biscuit? Anna: Thank you. Paul: I'm a little bit concerned about something. Anna: (to herself/whispering) "I'm a little bit concerned..." Doesn't that mean

something bad?

37



Narrator: Yes, Anna, Paul is using a polite turn of phrase to say he is unhappy about something. Let's see what he's got to say....

Paul: I think you need to work on your telephone manner. Anna: Work on my telephone manner? Narrator: It means the way you talk on the phone is not good enough and you have

to improve it – to work on it to make it better. Paul: Perhaps you should think about … Narrator: Perhaps you should think about – that's a polite way of telling you to do

something! Paul: Anna, are you listening to me? Anna: Yes, sorry, I was just sort of, err, talking to myself. Could you repeat what

you said please? Paul: Right, I'll start again. I said: I'm a little bit concerned about your telephone

manner. You need to work on the way you speak to clients. Perhaps you should think about being a bit more polite to clients; it's important for the image of the company.

Anna: Oh (close to tears) okay. Paul: You can go now – take another biscuit with you – that's my last chocolate

wafer, you lucky thing! (door opens and closes) Denise: Anna? Is everything all right? Anna: (crying) Yes. Denise: What's the matter? Anna: (between sobs) Paul says I need to w-w-w-work on my telephone manner. Denise: Well I was a bit concerned about it myself. And I think Tom actually

mentioned it to Paul. (Anna breaks down in renewed sobs). But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'll

give you some lessons. Anna: Oh thank you. Denise: Come in early tomorrow morning, before the others get here and we'll

practise.

38



Anna: Thank you Denise, that's very kind. Narrator: Wow! Denise is actually being nice to Anna. Amazing! Although from what

I've heard of Denise on the phone, she's only ever gossiping with friends. Paul was very gentle and polite in the way he explained to Anna there was a problem and that she needed to improve some things. He used these phrases:

I'm a little bit concerned about... You need to work on... Perhaps you should think about... Let's see if Denise manages to teach Anna anything useful next time. Until

then!


Question: What does Paul say Anna should be more of when she is on the phone to clients?

Answer: More polite.

39

English at Work © British Broadcasting Corporation 2012

Page 1 of 3


English at Work Episode 15: Seb Lime

More about telephone manner

Anna: (answering the phone) Yes? Denise: Stop! That's all wrong. I'm going to call you again. This time… Narrator: Hello. Here we are in the middle of a telephone training session with Denise

and Anna. What fun!

Denise: …this time, you don't say 'yes' when you answer, it's rude. Call me and I'll

show you how it's done.

(sound of 4-digit dialling, then phone rings)

Hello? Tip Top Trading.

Anna: Wow, that’s good.

Denise: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try

it.

(dialling, then ring) Anna: Hello? Tip Top Trading. Denise speaking.

Denise: No!

Anna: What?

Denise: Say: "Anna speaking!"

Anna: Oh, sorry, I'm so stressed by all this. Hello Anna speaking.

Denise: You sound like you're sitting on a pineapple. Listen to my voice: Hello?

Denise speaking.

Anna: Hello? Anna speaking.

Denise: Good. Now, when the person has introduced themself – this is Mrs Smith or

whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them

already, you might say: Hello Mrs Smith, how are you?

40


Page 2 of 3


Anna: Okay, what if Mrs Smith wants to speak to Tom but he's not there?

Denise: You say: "I'm really sorry, he's not available at the moment. Can I take a

message?" Or: "I'm afraid he's busy, shall I ask him to call you back?"

Anna: Okay.

Denise: And, to end a conversation, you can say: "Thank you for calling, goodbye."

Let's do another practice!

(phone rings)

Anna: Hello? Tip Top Trading.

Denise: Hello, this is Mrs Smith.

Anna: Hello Mrs Smith, how can I help you?

Denise: I'd like to speak to Tom please.

Anna: I'm really sorry, he's not available at the moment. Can I take a message?

Denise: That's okay, I'll try again later.

Anna: Okay. Thank you for calling, goodbye.

Denise: Excellent!

(phone rings)

Oh!

Anna: How did you call me without dialling?

Denise: I didn't, that's a real call!

Anna: Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking.

Mr Lime: Hello Anna, this is Seb Lime.

Anna: Sublime?

Mr Lime: Mr Lime from Citrus Ventures. But I think we should be on first name terms

now, so call me Seb.

Anna: Okay, er, Seb. How can I help you?

Mr Lime: I just wanted to say again that your Imperial Lemon is fantastic... and I

was wondering if you'd like to do lunch with me sometime?

41


Page 3 of 3


Anna: Lunch? Er...

Narrator: I knew it! Mr Lime is interested in more than just your lemons!

Anna: Would you like to discuss the Imperial Lemon?

Mr Lime: Forget the lemons Anna! The reason I want to see you is more of a

personal nature.

Anna: Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at the

moment...

Mr Lime: …bbbut…

Denise: Well Anna! Mr Lime eh?

Anna: Oh dear Denise, I think I need a bit more help from you. He wants to talk

about personnel…people, staffing…

Denise: Are you sure? I think he means a personal nature, not personnel! That Mr

Lime!

Anna: Oh!

Narrator: Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear

those phrases again:

Hello? Tip Top Trading. This is Anna speaking.

Hello? Anna speaking.

Hello Mrs Smith, how can I help you?

Hello Mrs Smith, how are you?

I'm really sorry, he's not available at the moment. Can I take a message?

I'm afraid he's busy – shall I ask him to call you back?

Thank you for calling, goodbye.

But how is Anna going to handle Mr Lime's request? I can't wait till next

time! Bye!

Listening Challenge

What does Seb Lime want Anna to do?

(Answer: To go for lunch with him)

42



English at Work Episode 16: Slimy Limey! Politely refusing

Narrator: Hello! You're joining us again after Anna's call from Mr Lime – he asked her

to lunch, remember. Now Anna and Denise are flapping. Denise: ...and before you know it, he'll be asking you to marry him! Trust me Anna,

this has happened to me dozens of times! Anna: But I thought he was only interested in the lemons! Please promise me you

won’t mention this to anyone. Denise: OK, I promise. Anna: Oh, shhhh! Tom: Good morning. What's going on? Denise: Mr Lime has asked Anna to lunch! Anna: Please… Tom: And? Denise: And it's not to talk business! I saw him looking at her with big eyes, from

the moment he first saw her! Anna: Denise! Tom: Old Slimy Limey eh? Lucky Anna! Anna: He's not slimy, it's just… Tom: Don't tell me you said yes?! Anna: Well I didn't know what to say. Tom: You didn't? Anna: No, no, I said I was busy and would call back. I wanted to just say no, but

with everyone complaining that I'm not polite on the phone... I just... I didn't know how to say it politely.

Tom: Ha ha, I'll tell you what to say.

43



Anna: Hang on, let me write it down... why do all the pens keep disappearing? Denise: Here's one. Anna: Thanks. Okay, I'm listening Tom. Tom: Say: go... Anna: (writing) go... Tom: ...away... Slimy Limey. Anna: Go away Slimy Limey. Are you sure? Tom: Of course! Denise: Don't listen to him Anna. This is what you say: Thank you for your offer. But I'm really sorry, I won't be able to. Then explain why, say I'm afraid… blah blah blah Anna: Blah blah blah? Denise: Say it's against company policy to have non-business lunches with clients. Anna: Meaning? Denise: You're not allowed to if it's not for business. Then say: It wouldn't be appropriate. So, with regret, I'm going to have to say no. Anna: Okay, I think I've got that all down. Thanks. He'll be waiting for my call. (dials phone) Mr Lime: Hello, Seb Lime speaking. Anna: Hello Mr Lime. Mr Lime: Anna! Please, call me Seb. So, when can I invite you to lunch? Denise: (whispering loudly) Thank you for your offer... Anna: Well, thank you for your offer. But I'm really sorry, I won't be able to. Mr Lime: Oh? Denise: (whispering loudly) I'm afraid... Anna: I'm afraid it's against company policy to have non-business lunches with

people.

44



Mr Lime: Really? Oh how tedious! Denise: (whispering loudly) It wouldn't be- Anna: Shhh! Mr Lime: Pardon? Anna: No, not shhh you Mr Slimy I meant shhhh Denise! Mr Lime: Mr Slimy? Anna: Oh no! I mean Mr Limey – Lime – er Seb! You see, it wouldn't be

appropriate. So, with regret, I'm going to have to say no. Mr Lime: I think I've understood. Goodbye Anna. Anna: Goodbye. Narrator: Oh dear, he didn't take that too well. But, apart from a little mistake, Anna

did well there. Here are the phrases she used to politely refuse the offer of lunch:

Thank you for your offer. But I'm really sorry, I won't be able to.

I'm afraid it is against company policy… It wouldn't be appropriate. With regret, I'm going to have to say no. Good job Anna, bad luck Mr Slimy!


What excuse does Anna give Seb Lime for not going to lunch with him? (Answer: She says it is against company policy)

45


Page 1 of 3


English at Work Episode 17: Lemon-sized luxury boxes

How to place an order

Narrator: Welcome to the offices of Tip Top Trading...

(ongoing sound of annoying mobile phone ringtone)

Tom: Anna, are you going to answer that?

Anna: Er, well, no. It's stopped now anyway.

Narrator: ...where Anna is behaving strangely.

(ringing starts again)

Denise: I gave you a long lesson on how to answer the phone and you're still too

scared!

Anna: It's not that.

(desk phone starts ringing)

Tom: For goodness sake!

Denise: Then what?

Anna: I recognise the number - it's Mr Lime!

Tom: Ha! Old Slimy Limy, he must be absolutely desperate to get you to have

lunch with him – even after your cruel rejection. Here, I'll answer for you.

Anna: No!

Denise: I'll answer. Hello, Tip Top Trading, Anna's phone... no, this is Denise

speaking, Anna's busy at the moment. Can I take a message?... Yes...

right.... I'll pass that on to her then… thank you for calling. Goodbye.

Anna: Well.

Denise: Nothing about lunch. He wants each Imperial Lemon you deliver to come in

a luxury green box – like the one you had at the presentation.

Anna: My goodness, we don't have many in stock, I'll have to order some.

Erm...(dials a number) Hello, this is Anna speaking from Tip Top Trading, I

want some imperial lemon-sized luxury boxes.

46

© British Broadcasting Corporation 2012

Page 1 of 1

Narrator: Woah, woah, woah.

Anna: What?

Narrator: Let's make this order a bit more politely okay?

Anna: Why are the English so obsessed with being polite!?

Narrator: Calm down Anna and listen to me. To put in an order for something, you

need phrases like:

I'd like to place an order for...

We're going to need...

Could you send...

Could we also have...

When can we expect to receive them?

Anna: Right... Hello, sorry about that... I'd like to place an order for some

imperial lemon-sized luxury boxes, please... we're going to need quite a

few... could you send 300 please... yes... the green ones... could we also

have the name of our company on the sides... when can we expect to

receive them...okay, thank you, goodbye.

There! How was that?

Narrator: Good, well done!

Denise: You'd better phone back Mr Lime to confirm he can have his boxes!

Anna: Oh no!

Denise: He's your client!

Tom: Yes Anna, he's your client!

Anna: I'm scared he'll try and ask about lunch again.

Denise: Then send him an email.

Anna: Good idea!

Denise: Copy in me, Tom and Paul, so it’s clear you mean business only.

Anna: Yes. Thanks Denise! An email is much safer.

Narrator: Is it, Anna, is it? Hmmm...

Anyway, here are the phrases Anna used to place her order:

I'd like to place an order for...

We're going to need...

Could you send...

47


Page 1 of 1

Could we also have...

When can we expect to receive them?

Let's see if Anna's email is really such a good idea. I have a bad feeling

about it. Until next time!

Listening Challenge

What colour are the Imperial lemon-sized luxury boxes?

(Answer: Green)

48


Page 1 of 3


English at Work Episode 18: The email Writing an email

Narrator: Hello, Anna's just arrived at her desk to start the day at Tip Top Trading.

Paul is walking towards her, eating a biscuit, he looks a bit bothered.

Paul: Anna?

Anna: Yes, Paul.

Paul: Come and have a biscuit in my office.

Now Anna, about Mr Lime.

Anna: I didn't say yes!

Paul: Pardon? Yes to what?

Anna: Oh, nothing.

Paul: You sent him an email yesterday and copied me in.

Anna: Yes.

Paul: Your email reads: boxes ok. pls c-d-u cfirm wnt 300 ta.

Anna: Yes: please could you confirm you want 300.

Paul: Right. Now that's not really the best way of writing an email to a client, is

it?

Anna: Oh.

Paul: Please could you re-send your message to Mr Lime, using actual words

that make sense.

Anna: Okay.

Paul: Thank you. Have a chocolate crunchy!

Anna: Thanks.

49


Page 1 of 1

Tom: Morning Anna.

Anna: Hello.

Tom: Let me guess, Paul just spoke to you about your email?

Anna: How do you know?

Tom: You copied me in remember, I just read it – or tried to.

Anna: But what's the problem? Other people write like that!

Tom: No, maybe some people write text messages like that in an SMS message

on their phones, but that is completely the wrong style for an email to a

client.

Narrator: Okay Anna, let's stop listening to Tom, he's a waste of space. These are

the kinds of phrases you need in a business-related email:

Dear Mr Lime...

I hope you are well.

I am writing regarding...

Please could you confirm...

Yours sincerely, or

Best wishes.

Anna: Thank you! I'll rewrite my message. There! I'd better get it checked before

I send. Denise?

Denise: (On the phone) yes... the other problem with Stephanie is that her legs are

just too long...

Anna: Oh, she's on the phone.

Denise: ... yes, like trees...

Anna: I'll have to ask Tom. Tom?

Tom: Mm?

Anna: Could you read this through before I send it?

Tom: Hang on, let me just finish this sentence. It’s really important. I’m ready,

let’s have a look. Okay. (reading) Dear Mr Lime, I hope you are well. I am

writing regarding your request for luxury boxes for the Imperial Lemon

Delivery. We will indeed be able to supply them. Please could you confirm

that you want 300. Best wishes, Anna.

Anna: Well?

50


Page 1 of 1

Tom: It’s good, it's much better. Send it. Hopefully Mr Lime will think your last

message was just someone sitting on your keyboard by mistake.

Anna: Thanks.

Tom: You're not...

Anna: What?

Tom: Nothing. It's none of my business.

Anna: What?

Tom: You're not ever going to go to lunch with Mr Lime are you? I mean, in a

non-business way...

Anna: No of course not!

Tom: I mean I don’t care… it's just... important to... stay professional.

Anna: Yes.

Narrator: Hmmm.... well, I had a feeling Anna's email was going to cause problems.

But at least she won't make a mistake like that again. Here’s a reminder of

the phrases she used in her new, improved email.

Dear Mr Lime...

I hope you are well.

I am writing regarding...

Please could you confirm...

Best wishes.

Until next time, bye!

Listening Challenge

What is Anna trying to confirm in her email?

(Answer: That her company can provide 300 luxury boxes to Mr Lime)

51


Page 1 of 3


English at Work Episode 19: The open window

Language for explaining a misunderstanding

Narrator: Hello, it's a chilly start to the day at Tip Top Trading.

Anna: Hi Denise!

Denise: Good morning Anna.

Anna: Brrr... it's so cold in here.

Denise: The window was left open overnight.

Anna: My papers have been blown everywhere.

Denise: Mine too! Tom was the last one here last night – it must've been him who

left the window open.

Anna: Brrr.... Right then, to work! Oh, there's a note from Paul, it must've fallen

off my desk: 'I would like your ideas on our stock management system for

our new laser-curve fruit range, so we know we can keep up with demand.

Please write me a couple of pages of suggestions and leave it on my desk.

I'll be back this afternoon.' Wow! I have to come up with ideas for a stock

management system! Gosh, where do I begin?!

Tom: Good morning.

Anna: Morning!

Tom: Hey, my certificate for Plastic Pear Salesman of the Year is on the floor!

Anna: Right... stock management systems... stock-up on your laser-curved

lemons … My first idea is to calculate the total….

Later…

Narrator: Well, Anna has finished her report and left it on Paul's desk, but things

aren't that simple. Er, Anna, there's going to be a problem.

Anna: Oh? A problem, bbbbut…

Narrator: Let me teach you some phrases you might need to explain that there's

been a mistake:

I think there's been a misunderstanding.

52


Page 1 of 1

Or:

There's been a bit of a mix-up.

Anna: But what misunderstanding? What mix-up?

Narrator: You could also use:

Let me explain what happened...

Anna: But-

Paul: Ah, good afternoon everyone.

All: Hello.

Paul: Tom, this is an excellent piece of work!

Tom: Sorry?

Paul: These are by far the best ideas you've ever had.

Tom: I don't understand.

Paul: Our stock management system!

Tom: Can I see? … Oh, that's not mine.

Paul: Eh?

Anna: I think there's been a misunderstanding. I did it.

Paul+Tom: You?

Anna: I got your note Paul, here.

Paul: No, no, that note was for Tom.

Anna: Oh, then there's been a bit of a mix up.

Tom: Did you take that note from my desk?

Anna: No, no!

Tom: I suppose you threw my pear salesman certificate on the floor at the same

time too!

Anna: I didn’t! Let me explain. The wind must have blown the note for Tom under

my desk.

Denise: Tom left the window open overnight. Our papers were blown all over the

place.

53


Page 1 of 1

Paul: I see, well, golly gosh. In that case, well done, Anna! Excellent work, even

though you weren't meant to do it. And Tom, your ideas are still welcome

of course. Thanks.

Anna: Sorry Tom.

Tom: What? Oh, I'm not bothered. I've still got some great ideas in my head

anyway.

Narrator: Yeah, right! Let's leave Tom to get on with his 'great ideas' and listen again

those phrases Anna used to explain the misunderstanding:

I think there's been a misunderstanding.

There's been a bit of a mix-up.

Let me explain what happened.

Well, the mix-up gave Anna a chance to shine – Paul certainly seemed

impressed with her work. Maybe it will bring her new opportunities. Until

next time, bye!

Listening Challenge

Tom found one of his certificates on the floor. What was it for?

Answer: Plastic Pear Salesman of the Year

54

English at Work Episode 20: The Team Meeting

Setting an agenda for a meeting


Page 1 of 2


English at Work Episode 20 Team meeting

Narrator: Hello, welcome back to Tip Top Trading. An office meeting has been

scheduled, but Paul is running late. He's asked Anna to take charge and

start the meeting without him.

Denise: Here you go Anna, it's a print-out of the agenda for the meeting.

Anna: Thank you. Oh dear, I'm not sure if I know the right words to start

meetings.

Narrator: Well, you can say something like:

Thank you for coming. There are five items on the agenda today.

Anna: Items?

Narrator: It's a fancy way of saying 'things'. Then you list them:

Firstly, secondly, after that, and then, finally...

Anna: Yes, that's easy.

Narrator: At the end there is often something called 'any other business'.

Anna: Any other business?

Narrator: That's anything else that wasn't listed on the agenda, but that people want

to talk about. I expect Tom will want to talk about how great he is and

Denise will want to talk about her new hairdresser or something. Then

when it's time for the meeting to end, you can say:

Let's wrap up. It means let's finish.

Anna: To wrap up. Okay, I'll do my best. Oop, it's time, everyone is gathering.

(The meeting starts)

Thank you.. thank you for coming. Paul will be here soon, but he asked me

to start the meeting. There are (counting to herself) one, two, three,

items on the agenda today.

Firstly, the stock management systems. Secondly, plans for a team-

building activity (collective groan). After that, the colour of our new apples

and finally any other business, before we can wrap up.

55


Page 2 of 2


Paul: (arriving) Oh golly gosh, there you are, here I am, good. Hello everyone.

Sorry I'm late.

Anna: I'd just opened the meeting.

Paul: Great. Remind me what the first item on the agenda is?

Anna: Stock.

Paul: Stock? Stock, stock, stock, stock. Ah yes, stock management systems,

yes, right. Well that's mainly to announce that we need to start developing

a good stock management system so we can meet the huge demand I’m

expecting for these laser-curved fruits. Anna, I'd like you to lead on that.

(quiet murmur of surprise)

Anna: Me? You want me to be in charge of the stock management systems?

Paul: Anna's had some excellent ideas already and I think she'll do a great job.

For these new fruits, stock control will be key to supplying our customers

with laser-curve oranges, laser-curve lemons, laser-curve…

Narrator: Well, that was good news for Anna, but not surprising, after all her hard

work. She opened the meeting well, too. Here's a reminder of the phrases

she used:

Anna: Thank you for coming.

There are four items on the agenda today.

Firstly...

Secondly...

After that...

Then...

And finally...

Any other business.

And then we can wrap up.

Narrator: There’s only one problem for Anna now, winning over Mr Ingle the

warehouse manager – that won’t be easy. Well, time for me to wrap up

now. See you soon! Bye!

Listening Challenge

What was the second item on the agenda for today's meeting?

(Answer: Plans for a team-building activity)

56

English at Work Episode 21: Don’t panic!

Language for asking for help


Page 1 of 3


Narrator: Hello, welcome back to Tip Top Trading where everyone is gossiping about

Paul’s announcement that Anna is to lead the company’s new stock

management system for the new laser-curved fruit.

(Denise on phone)

Denise: Yes Anna…the new girl…she’s done really well although I don’t know what

experience she’s got….anyway, about the hairdresser you mentioned, oh I

loved his aftershave…

Tom: I can’t understand it. I’ve got all the experience and all the ideas…she’s

just such a…

Anna: Tom. Sorry to interrupt, I just wanted to check you’re ok with me leading

this strategy for stock management.

Tom: Oh of course not. You deserve it.

Narrator: That was a nice touch Anna.

Anna: But Tom, now you must help me.

Tom: Eh?!

Narrator: Anna! That’s not the best way to ask for help. Remember what I’ve always

told you about politeness?

Anna: Be polite – yes you keep telling me that.

Narrator: And if you want someone to help you, ask them, don’t tell them – even if it

is Tom!

Anna: Oh right. I’m in a bit of a panic. I’ve never done this before. I don’t know

where to begin.

Narrator: Well start by asking your colleagues for help like this:

I would be most grateful if you could give me some help

Please could I ask you for some advice?

I know you’re busy but could you spare me a few minutes of your time

please?

Go on, give it a try!

57


Page 2 of 3


Anna: Right, thanks. I'll try. Erm, excuse me Tom. Sorry about earlier. I’m a little

nervous about leading this strategy thing and I would be most grateful if

you could give me some help….please?

Tom: Of course Anna. Why didn’t you say, I’d be delighted. I’ve lost count of the

number of projects I’ve lead over the years.

Anna: Great, thanks. So…where do you think I should begin?

Tom: Give me a few minutes and I’ll find some of the excellent work I did last

year. You’ll just need to copy it really. Hold on…

Paul: Ah Anna…just popping out for some biscuits….err, how’s the stock

management strategy coming along?

Anna: Oh very good Paul….actually, please could I ask you for some advice?

Paul: Yes of course….although I don’t know if I’ll be much use!

Tom: …now where did I save those damn documents?…

Anna: I’m very grateful for this opportunity but I’m a little unsure of where to

start. Tom is looking for some his old work but…

Paul: Really?! To be honest, this isn’t Tom’s speciality. At a time like this I would

ask Denise.

Anna: Denise!?

Paul: Yes…she may only be the office assistant but she always has words of

wisdom. Right…custard creams of chocolate digestives?

Anna: What?

Paul: Biscuits?

Anna: Oh…custard creams please. Err, Denise, I know you’re busy but could you

spare a few minutes of your time please?

Denise: Of course Anna, always happy to help you.

Anna: Well you know the stock management control system?

Denise: The one you’ve now got to work out…well done for getting that!

Anna: Thanks. I really don’t know where to begin. It was OK writing it down for

Paul but how do I put it in to practice? There’s just too much to do!

Denise: Calm down Anna. You’ll be fine. The first thing you need to do is to look at

our current system.

Anna: Look at our current system. How do I do that?

58


Page 3 of 3


Denise: Easy! Just take the lift down to the warehouse and speak to Mr Ingle and

then write down what you find – and draw up an action plan of tasks you

need to do – like a shopping list – I’m very good at those.

Anna: Go and see Mr Ingle? Oh do I have to.

Denise: He’s ok really Anna. If you approach him in the right way he won’t bite

your head off!

Anna: What? Bite my head off! Oh…well, if he won’t bite me…then I suppose I

should go and see him. Thanks for your advice Denise, I could kiss you.

Right, I’m going to go and see him right now.

Narrator: Make an action plan! A good idea. Well done Denise, you’re smarter than

you look! And well done Anna, you eventually got the help you needed by

using these phrases:

I would be most grateful if you could give me some help

Please could I ask you for some advice?

I know you’re busy but could you spare me a few minutes of your time

please?

Remember, if you’re stuck for ideas just ask for help…but maybe not Tom,

I wonder how he’s getting on?

Tom: (shouting across room) Here Anna, I’ve got them. Look, all my ideas from

my last stock control project…pages and pages of them. Just copy these,

they’re brilliant. Anna? Anna!

Paul: …too late, I’ve just seen her in the lift. Fancy a custard cream Tom?

Narrator: So Anna is off to speak to the prickly Mr Ingle. Let’s hope she uses those

phrases to ask for help, otherwise she might get her head bitten off – and

it could get very messy! See you next time.

Listening challenge:

What does Denise advise Anna to do first when planning the stock management

strategy?

(Answer: To look at the current system)

59

English at Work Episode 22: The smoker

Language for making a polite request


Page 1 of 3


Narrator: Hello, welcome back to Tip Top Trading where Anna is going downstairs to

speak to warehouse manager, Mr Ingle. You’re looking a bit nervous…

Anna: I am. Denise says if I speak to him in the wrong way, he might bite my

head off!

Narrator: Relax Anna. It’s just an expression to mean he might be a bit aggressive.

Anna: Oh!

Narrator: You’ll be fine, just use the right polite phrases… oh, and smile!

Anna: OK, I will. Oh look I’m here now…

(Warehouse door opens)

Anna: Mr Ingle, are you there? I’d be most grateful if you could give me some…

oh, what’s that smell… and smoke… Mr Ingle!

Mr Ingle: Oh, oh (coughs)

Anna: Mr Ingle. You’re smoking!

Mr Ingle: Well… it’s my lunch break… so I’m allowed a cigarette, aren’t I?

Anna: Really? Are you sure?

Narrator: No, he’s not Anna! Smoking in a public place is illegal – it’s against the

law. It’s dangerous too - you’ve got to do something about this.

Anna: Oh right. Mmm, er, Mr Ingle, you mustn’t smoke… it’s wrong.

Mr Ingle: Says who?

Anna: Err, Me?

Narrator: Anna. You’ll have to do better than that. Be polite, but be firm too. Try

saying, ‘would you mind not doing that please?’

Anna: I’ll try. Mr Ingle, would you mind not doing that please?

Mr Ingle: Why’s that then?

60


Page 2 of 3


Narrator: He’s not being very nice is he? You need to give your reasons. Say, ‘I’m

afraid it’s against company policy’… go on you can do it.

Anna: Mr Ingle… I’m afraid it’s against company policy. And… it is actually against

the law to smoke here… and… it’s not a nice smell, is it?

Mr Ingle: It smells OK to me.

Anna: Well, I’m sorry to have to ask you this but you need to put it out.

Mr Ingle: Put what out – the cat?!

Anna: No. You need to extinguish your cigarette… please.

Mr Ingle: Says who?

Anna: Well, I’m sure your team wouldn’t like to see you breaking the law and

besides, it could cause a fire. That would be awful.

Mr Ingle: Yeah, I suppose it would.

Anna: I could get you some nicotine gum if you like?

Mr Ingle: No, it’s OK. I’ll stub it out… as you asked so nicely.

Anna: Thank you Mr Ingle. We’ll keep it a secret this time, but please don’t do it

again. I’m afraid it’s just not permitted on company premises.

Mr Ingle: Whatever!

Anna: Oh and Mr Ingle, I still really like your overalls. Bye!

Narrator: Nice one Anna. You dealt with Mr Ingle really well. You kept your cool and

explained the reasons why he shouldn’t smoke. Let’s hope he doesn’t do it

again Anna.

Anna: I hope not. I hate the smell of cigarette smoke. But I never got to ask him

about stock management.

Narrator: Well, maybe it’s best to leave it for another time?

Anna’s had a tricky day so far dealing with Mr Ingle but she was firm and

fair in the language she used. Here’s a reminder of the phrases she used:

Would you mind not doing that please?

I’m afraid it’s against company policy.

I’m afraid it’s not permitted.

Sorry to have to ask you this but…

Paul: Ah Anna, there you are…. (sniffing) Have you been smoking?

Anna: No!

61


Page 3 of 3


Paul: You smell of cigarette smoke. Look, I know you’re under pressure – but

smoking in the building is not permitted.

Anna: Bbbut…

Paul: We take this very seriously. You had better step in to my office and we’ll

talk about this.

Narrator: Oh dear! Anna’s in trouble for no reason. Let’s hope she explains the mix-

up, but that means telling Paul about Mr Ingle smoking. This is going to be

difficult. Until next time, bye!

Listening Challenge

What other word does Anna use to mean ‘put out your cigarette’?

(Answer: To extinguish)

62

English at Work Episode 23: Risky business

(Health and safety policy)



Narrator: Welcome back. Things are quite tense at Tip Top Trading today. Paul, the boss, mistakenly thinks Anna's been smoking on company premises and she's trying to explain herself.

Anna: But, but… Paul: Frankly, I'm disappointed with you Anna. You're a hard worker but it

doesn't mean you can go against company policy. Narrator: Anna, remember the phrases we've learnt about a misunderstanding! Anna: Oh yes. Paul, I think there's been a misunderstanding. Paul: A misunderstanding? How can you explain the smell of cigarette smoke?

This is a 'no smoking' building. Anna: Let me explain. I went down to the warehouse to speak to Mr Ingle and…

well… someone else was smoking. Paul: What!? Someone was smoking in the warehouse? Golly gosh, that's highly

dangerous. Who was it Anna? Anna: Err… well… I can't really say. But I dealt with it and it won't happen again. Narrator: Yes, you dealt with it very well Anna but can you keep your secret about Mr

Ingle safe? Paul: Thank you Anna and sorry about the misunderstanding. Would you like a

biscuit? Now I really think it's time we had a review of our health and safety procedures.

Door opens Paul: Denise, could you gather everyone round in the meeting room please. Denise: (On phone) I'll have to call you back Marge. (Hangs up) Could you all

gather in the meeting room please, Paul has something important to say. Tom: What is it Denise? Is it about my fantastic sales figures again, huh? Denise: I doubt it Tom. It sounded urgent. I'd better bring some tea. Door closes

63



Paul: Thank you for joining me. Unfortunately, there has been an incident in the warehouse. Someone has been smoking and I'm not happy, so I thought I would remind you of our health and safety procedures.

Tom: Not this again! Paul: Your safety is our responsibility. But to keep safe we must follow some

simple rules. Denise, what's the first one? Denise: (Slurps tea) If you see a fire, raise the alarm – oh and call the fire service. Tom: Yeah, you love seeing those firemen, don't you, Denise! Paul: Shhh Tom. Maybe you could tell us the other rule? Tom: Oh yeah right. If you hear the fire alarm, get out quick. Paul: Not exactly Tom. I think we should walk calmly to our nearest fire exit,

following the green signs, go outside and meet at the fire assembly point. Denise: Yes, and I will take a register of who is here, using my red pen (slurps

tea). Paul: Do you mind not slurping Denise? Denise: This is thirsty work. Paul: Hmm. Now is everyone clear about what to do if there is a fire alarm? Tom: It's usually a false alarm anyway. Paul: That's not the point. Now Anna, what about smoking? Anna: No smoking on company premises. But it wasn't me, it was Mr Ingle. All: Mr Ingle! Paul: I see, so it was Mr Ingle smoking in the warehouse. You should have told

me Anna. Anna: Sorry! Paul: Right, I'm going to have to look into this. Back to work everyone… oh and

take a biscuit with you. Narrator: So Anna's let the cat out of the bag – Mr Ingle won't be pleased – but at

least she now knows what do if a fire breaks out. Here are some of the phrases we've heard today, that can be used in an emergency:

If you see a fire, raise the alarm. Walk calmly to your nearest fire exit. Meet at the fire assembly point. No smoking on company premises.

64



Fire alarm Tom: Sorry to interrupt Paul… but the fire alarm's going off! Denise: Don't panic anyone. Everything will be OK. (On phone) Jane, I'll have to

call you back… yes, a bit of a panic. Bye. Quick, where's my red pen? Narrator: Uh-oh. Those emergency phrases might come in useful sooner than you

think. Is this going to be the end of Tip Top Trading, will it really go up in smoke? Find out next time. Bye.


What colour are the fire exit signs? (Answer: Green)

65

TODO English at Work

Documents

strong track record

tip top trading

listening comprehension question

nearest fire exit

plastic pear salesman

edition imitation oranges

senior account manager

sized luxury boxes