English at Work

https://www.bbc.co.uk/learningenglish/english/features/english-at-work

00 An Introduction

Narrator

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…

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.

Narrator

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…

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?

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.

Narrator

Ah yes, Tom! I hadn't warned you about Tom, one of the company's top Sales Executives – he's good….

Tom

[on phone] Tom speaking. Yah! Frankie! So what's the latest, are we on?

Narrator

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

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!

Narrator

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…

Denise

Oh sorry excuse me, here's your tea Paul.

Paul

Thanks Denise.

Narrator

But goodness! She likes to talk…

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!

Narrator

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

01 The Interview

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…

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…

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! ·

02 The Interruption

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.

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? (knock on the door) Denise! Is everything alright?

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 companiesin 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!

03 The Crisis

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.

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.

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

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 my mind up 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.

04 Doing lunch

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

Yah, yah, no, yah, yah, OK, yah. I'll seal the deal, yah, no worries. OK, see ya mate, bye!

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 -

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.

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

Good morning Paul!

Paul

Good morning Anna, are you OK?

Anna

Fine, the kitchen's through there, isn't it?

Paul

Er, yes.

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?

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? Just remember - if somebody says "Would you like to do lunch?" they're not usually expecting you to cook for them! Goodbye.

05 The Queen of Sheba

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 to 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.

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? Would you be able to print out a file for me? Could I have it within ten minutes please?

Anna

Could you possibly help me with the printer? 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!

06 Double-booked

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?

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.

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. 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!

07 Mr Lime's grapefruits

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!

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.

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.

08 Room 301

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.

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. 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!

09 The warehouse

Narrator

Welcome back! This is what's happening today: as a result of some 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...

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, is it?

Anna

Yes, sorry to bother you, I just want to check something. We've had a few problems with orders….

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

Yeah. 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

Yeah well, 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... 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!

10 The brainstorm

Narrator

Welcome! The team at Tip Top Trading are hard at work, making plans for the launch and presentation of their latest product: the revolutionary, almost real Imperial Lemon. They are 'brainstorming', sharing ideas on how to make their lemon a success.

Tom

But it needs to be bright!

Anna

This is much more exciting.

Denise

But having three colours would work better.

Narrator

There is a lot of disagreement going on, which is putting Anna's vocabulary to the test!

Paul

Right, I'm taking the final decision: the colour scheme will be green and yellow, so that's that. Now, the first presentation will be to er, Mr, er, Slime.

Anna

Mr Lime.

Paul

Oh, er, Mr Lime - that bit of biscuit looked like an 's' – Mr Lime, thank you Annabel.

Anna Anna.

Paul

Mr Lime and his team at Citrus Ventures. Ideas please!

Anna

Why don't we offer Citrus Ventures a special opening offer: 20% off Imperial Lemon orders made this month.

Paul

Hmm...

Anna

We could even do that for all our regular clients.

Denise

That would be a big risk.

Anna

No.

Denise

If we do that once, all our clients will start asking for 20% off everything.

Anna

No, I disagree.

Denise

We'll be bankrupt!

Anna

No, you're wrong.

Narrator

Er- Anna, maybe you should find a better way of saying you disagree with Denise.

Anna

I'm so frustrated! I can't think of the right words.

Narrator

It helps if you try phrases like: Well, I'm not so sure about that... then explain why. Or start your sentence with 'but' when you want to disagree with what has just been said. Or, to seem more polite, you can try: I see your point, but actually I think...

Anna

I'll try.

Narrator

And don't be aggressive Anna - and give your reasons too, or you'll upset Denise again!

Anna

OK. Well, I'm not so sure about that. I think it will improve our sales of lemons and make our clients happy. Happy clients will come back to buy more.

Paul

Yes, that's a good point Annabe - Anna.

Tom

But 20% is a lot – maybe 5% would be better.

Anna

But if we're going to make a special offer, we should make it so good that everyone will say yes!

Denise

But people might think there's something wrong with our lemons and that we're desperate to get rid of them.

Anna

I see your point, but, if we explain this is just a special offer for special clients, they'll understand.

Paul

I like that idea. Good: 20% off for all regular clients just for this month. Anna, you'll be making the presentation to Citrus Ventures, so make sure you include that offer.

Tom

Uh-huh.

Anna

Yes.

Paul

Right, next, what photos do we have of the lemons...?

Narrator

Finding the right words to disagree in meetings isn't always easy, but Anna managed in the end. She started sentences with this short word to show that she was about to disagree with what had just been said:

But... And used these phrases:

I'm not so sure about that...... I see your point, but actually I think... The next big challenge for Anna will be her presentation to Citrus Ventures. Join us again soon to find out what happens!

Anna

I've got to do a good job but it's going to take me ages. Ah well, I had better get started otherwise I'm going to be here all night!

11 Overtime

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!

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

12 The big day

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. 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.

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!

13 The Imperial Lemon

Narrator

Hello, welcome back to the offices of Citrus Ventures! 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! 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

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. 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: the Imperial Lemon. The Imperial Lemon's key strengths are its design and flexibility. It is made with revolutionary faux-orange-premium, laser-curve-definition technology...

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!

14 Telephone tell-tale

Narrator

Hello. We're back at Tip Top Trading. Anna is very busy dealing with Mr Lime's big order for Imperial Lemons.

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. Tom, Mr Hu called you.

Tom

Mr Hu-

Anna

Mr Hu: H-U

Tom

Anna, Mr Hu is a very important- Oh! What now?! Yes?

Tom

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! Right, now where was I?

Paul

Anna, could I have a word?

Anna

Yes. Ohhh, he must want to tell me how pleased he is with the Citrus Ventures deal.

Paul

Now, Anna... biscuit?

Anna

Thank you.

Paul

I'm a little bit concerned about something.

Anna

"I'm a little bit concerned..." Doesn't that mean something bad?

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 okay.

Paul

You can go now – take another biscuit with you – that's my last chocolate wafer, you lucky thing!

Denise

Anna? Is everything all right?

Anna

Yes.

Denise

What's the matter?

Anna

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.

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.

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!

15 Seb Lime

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?

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?

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!

16 Slimy Limey!

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.

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 should 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.

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!

17 Lemon-sized luxury boxes

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.

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 only 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... 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!

18 The 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.

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, Anna, 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?

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!

19 The open window

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….

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. 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.

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!

20 The 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. OK, I'll do my best. Ooh, it's time, everyone is gathering. Thank you… thank you for coming. Paul will be here soon, but he asked me to start the meeting. There are... one, two, three, four items on the agenda today. Firstly, the stock management systems. Secondly, plans for a team-building activity. After that, the colour of our new apples and finally any other business, before we can wrap up.

Paul

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. 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.

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 pomegramates…

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:

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. 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!

21 Don't panic!

Narrator

Hello, welcome back to Tip Top Trading where everyone is gossiping about Paul’s announcement. 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. Yeah, 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!

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

Well, give me a few minutes and I’ll just find some of the excellent work I did last year. Basically, you’ll just need to copy it. 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, please?

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 or 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?

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.

22 The smoker

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 here I am…

(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 to smoke a cigarette, aren’t I?

Anna

Really? Are you sure?

Narrator

No, he’s not Anna! Smoking inside a public building 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?

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 Well, 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 Yeah, 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!

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!

23 Risky business

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.

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.

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.

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.

24 No smoke without fire

Denise

Tom?

Tom

Here.

Denise

Anna?

Anna

Here Denise.

Denise

And Paul?

Paul

Yes, yes I'm here and there's no need to panic. That was just a fire drill – a practice.

Narrator

Phew, Tip Top Trading is safe – for now. It was just a fire drill. What a busy day this is turning out to be. Hey Anna, remember next time it could be for real so are you happy about what to say if you have to take charge?

Anna

Oh, not really.

Narrator

Just keep calm and say things like: There's no need to panic. Please leave the building and meet outside. Use the stairs not the lift. And when you're outside, you could say: Is anybody missing?

Anna

OK, thanks, but I hope I'll never need to use them.

Paul

Well done everyone. Hopefully you all know what to do in the unlikely event of a real fire. Now, to celebrate, I'm off to buy some really nice biscuits for all of us – you know, those special double-choc ones with the little orange bits. Back to work everyone.

Denise

Honestly! I was in the middle of an important call.

Tom

Yeah, and you never got see those firemen in action, did you Denise?

Anna

Look at the time. I really need to get on with my work.

Tom

Yeah, and I've got to check up on the latest football… I mean share prices. Hold on, can anyone smell smoke?

Denise

I don't believe it! The fire alarm's gone off again. I'll call you back Marge. Oh, where's Paul when you need him? Anna, you're going to have to take charge.

Anna

Me? What about Tom?

Denise

It looks like Tom has gone already.

Narrator

Remember Anna, use those phrases to keep everyone calm and informed about what to do.

Anna

OK. Err… there's no need to panic. Please leave the building and meet outside.

Denise

Hold on, I just need to grab my elephant dung notepad and red pen. Come on then Anna, into the lift.

Anna

No Denise. We must use the stairs not the lift.

Denise

Oh, with my knees!

Anna

Jump up Denise, I'll carry you.

Anna

Could I have your attention please.

Narrator

Louder Anna. This is urgent!

Anna

Could I have your attention please! I need your full attention. Please stay calm. I'm sure there's not a fire, just a bit of smoke. Is there anybody missing?

Denise

Well, there's no smoke without fire, hey Tom! Tom? Tom? Has anyone seen Tom? That's Tom coming out of the building and he's carrying someone on his shoulder!

Anna

It's Mr Ingle from the warehouse!

Tom

It's OK everyone… I've put the fire out… it was in the warehouse. Mr Ingle had been smoking.

Anna

Mr Ingle!

Mr Ingle Err… yeah… sorry.

Narrator

Sorry indeed! Mr Ingle's in serious trouble now. But well done Anna for dealing with that emergency and getting everyone out of the building. Here are some of the phrases she used: There's no need to panic. Please leave the building and meet outside. Use the stairs not the lift. And when you're outside, you could say: Is anybody missing? Seems like Tom is a bit of a hero. He has his uses! But hold on, who's this?

Mr Socrates Say Honey, looks like I've come at a good time. Have you seen a guy called Paul round here?

Anna

He's not here, he's gone to buy some… err… biscuits. Can I help?

Mr Socrates Yeah sugar. I'm Mr Socrates, Paul's boss and I've come to sort this business out.

Tom & Denise Mr Socrates!

Narrator

Oh no! The head of the company's in town. This means trouble. See you next time.

25 The big cheese

Narrator

Hello again. Things haven't been going well at Tip Top Trading. There was a fire in the warehouse, caused by Mr Ingle's cigarette and now Mr Socrates – the big boss from America – has turned up unexpectedly.

Mr S So honey, are you…?

Anna

Anna. I'm Anna, I work here as a sales executive. We haven't met before.

Mr S We sure ain't. Looks like I've arrived just in the nick of time.

Paul

(Out of breath)… what's going on… oh, Mr Socrates! Golly gosh, what an unexpected...

Mr S Unexpected alright. Looks like this company is in a mess.

Paul

Err yes. It was OK when I popped out for some biscuits… erm, would you like one?

Mr S Biscuits?! They're cookies man. Look, now what do I have to do to get a triple-shot, organic, skinny cappuccino round here?

Anna

I'll get you one Mr Socrates.

Mr S It's OK honey. I need you to book me a hotel room. You... what's your name again…Paul… can you fetch me one?

Narrator

Right Anna. Booking a room for Mr Socrates. This is something you can't get wrong.

Anna

Well I've never done it before.

Narrator

I'm sure you'll be OK. When you book a room, here's what you could say: Hello, I'd like to check availability and prices for a room please. Does the price include breakfast? Are there any business facilities such as internet and wi-fi? I'd like to go ahead and make the reservation please.

Anna

OK I'll give it a try. But where shall I look?

Narrator

Try searching on the internet. Look for a five-star hotel. He is a five-star guest after all. Good luck.

Anna

Thanks. I better get back to the office and get started.

Tom

Hi Anna.

Anna

Oh hi Tom. Well done for saving Mr Ingle in that fire. You were very brave.

Tom

It was nothing really. So… err... what are you doing?

Anna

I've got to book a hotel for Mr Socrates.

Tom

No! You know, we must be in trouble. He never visits.

Anna

Really? So where shall I book him in to?

Tom

Well my friend runs a fantastic hotel – it's five star! It's called the Royal Imperial. Look, I've got his number. Give him a call, mention my name. You're bound to get a special rate.

Anna

Thanks Tom.

Tom

No problem. Oh but don't forget, I've heard Mr S only likes a room with a single bed in it. He gets spooked out if there's another empty bed.

Anna

Oh right. OK, I might as well give it a try.

Receptionist

Hello. Royal Imperial Hotel.

Anna

Oh, hello. I'd like to check availability and rates for a room.

Receptionist

When for?

Anna

For three nights from tonight. Your best room please!

Receptionist

All our rooms are the best! But… yes, we have one. It's £100 a night.

Anna

Right. I work with Tom…Tom Darcy… his friend runs the hotel. I wondered if you could offer me a special rate?

Receptionist

Tom Darcy? No I've never heard of him. Sorry, it's still £100.

Anna

Does the price include breakfast?

Receptionist

Yes. We offer a full continental breakfast of toast, or bread, oh, and tea…or coffee….and cereal.

Anna

Oh. And do you have any business facilities?

Receptionist

Well, we've got paper and pens.

Anna

I was thinking, internet, wi-fi… shoe-shine?

Receptionist

Yes. We've got that.

Anna

Good. And most importantly, is this a single room?

Receptionist

We've only got twin rooms.

Anna

Twins? You've only got room for twins?

Receptionist

No. We could take a bed out and just leave one in, if you want?

Anna

Oh that would be perfect. In that case, I'd like to go ahead and make a reservation please.

Receptionist

Good. How would you like to pay?

Narrator

Well done Anna for booking the hotel but I have a feeling Tom's recommendation may not be as luxurious as he says. Let's hear the phrases Anna used when booking a hotel: Hello, I'd like to check availability and prices for a room please. Does the price include breakfast? Are there any business facilities such as internet and wi-fi? I'd like to go ahead and make the reservation please.

So the room is booked. I wonder what Mr Socrates will think of it? He's a particularly fussy man as we'll find out next time. Bye!

26 You cannot be serious!

Narrator

Welcome back to Tip Top Trading where everyone seems a bit flustered.

Paul

…and we really need the best biscuits there are.

Denise

Yes, and I’ve made sure there’s tea and coffee…

Paul

…and the carpets?

Denise

Uh?

Paul

…have they been cleaned.

Denise

Don’t panic Paul, all taken care of.

Narrator

You see, the big boss from America, Mr Socrates, is in town and everything must be just right. What’s he like Anna?

Anna

Well, so far he seems OK. A bit bossy, quite short and… a bit smelly!

Narrator

Well, he did just fly in from the States. But you booked him into a good hotel so hopefully he’s had a chance to clean up.

Anna

I hope so! Oh, I had better get that. Hello? Ah hello Mr Socrates, did you sleep well? Oh! I see… I see… erm… well… oh, I don’t know… Tom said it was five-star… well… OK… goodb- Oh, he’s hung up.

Paul

Everything OK Anna? You look a bit pale.

Anna

It was Mr Socrates. He’s not happy.

Paul

Golly gosh, oh dear. What’s the matter?

Anna

It’s his hotel room. He doesn’t like it. The bed’s too soft, too small and it’s a single room not a twin room.

Paul

Oh yes, he likes to have two beds in the room for some reason.

Anna

But Tom said he only likes a single bed in the room.

Paul

Really? Oh no, he insists on a twin – something to do with business partners he says. Anything else?

Anna

Yes. He says he wanted freshly squeezed orange juice for breakfast, not the stuff out of a carton.

Denise

Anything else?! A view of Mount Everest perhaps?

Paul

Yes, thank you Denise. Well, we really must sort this out. We can’t afford to upset Mr Socrates. Now Anna, you chose this hotel, I really think you need to sort out this mess.

Anna

It was Tom’s suggestion…

Paul

Just sort it, quickly. Oh golly gosh, golly gosh.

Narrator

Uh oh Anna. Time to do some complaining. What are you going to say?

Anna

Oh... I don’t know. I’m not very good at complaining.

Narrator

Well, Anna. Keep your cool and politely tell the hotel why you’re not happy. You could say: I’m very disappointed with your service. The standard of service is not good enough. The room I booked did not meet my expectations Good luck Anna!

Anna

OK. Here goes.

Receptionist

Hello. Royal Imperial Hotel.

Anna

Erm... hello… I want to… I want to complain.

Receptionist

Really? About what exactly?

Anna

Your hotel… Well, I mean, a room I booked for my boss. Room 101. I’m very disappointed with your service.

Receptionist

And why’s that then?

Anna

Well, the room isn’t like the one I booked. It’s just not good enough.

Receptionist

Hmm. Let’s have a look at the booking… well your boss got a bed… and breakfast too… a continental breakfast in fact.

Anna

But the room just didn’t meet his expectations… hello?

Denise

Give me the phone Anna, I’ll deal with this. Now hello Miss…?

Receptionist

Miss Fit.

Denise

Miss Fit? This is the office assis- I mean Manager here. This isn’t good enough. My colleague has made it quite clear that the room did not meet our requirements and I would like you to resolve this matter as quickly as possible or I will have to cancel our reservation.

Receptionist

Sadly, we have no other twin rooms available and anyway…

Denise

Alright, I’d like to speak to your manager please. Really!

Narrator

Good old Denise. I can tell she’s done this before but will talking to the manager really sort things out? Let’s remind ourselves of some of the phrases you can use when you need to complain: I’m very disappointed with your service. The standard of service is not good enough. The room I booked did not meet my expectations. And to get things sorted you could say: I would like this matter resolved as quickly as possible. Or: I would like to cancel my reservation and get a full refund. Let’s see if Denise has sorted things out?

Paul

So have you managed to sort out Mr Socrates?

Denise

Oh yes, Anna’s got him a new room.

Paul

Thanks Anna, I’ll let him know. And what about the orange juice?

Anna

Errr…

Denise

Freshly squeezed, every morning!

Paul

Oh golly gosh, that reminds me, we need some here in the office. He’s going to be here any minute and he says he’s got some important news for us.

27 Getting down to business

Narrator

Hello again. It’s the big day and Mr Socrates is about to arrive at the offices of Tip Top Trading to talk officially to the team. What is he going to say? And more importantly, will he get his freshly squeezed orange juice?

Tom

Quickly everybody… he’s coming out of the lift with Paul.

Denise

Anna quickly, get a glass of orange juice ready.

Paul

…and if we come through this door here we get to the office and… morning everyone. I’m sure we’ve all met Mr Socrates on the day of the… fire… but today everything is a bit calmer and well he’s here to say hello.

Mr S Hi!

Denise

Biscuit Mr Socrates?

Mr S Biscuit? You mean a goddamn cookie. Thanks.

Anna

Err, Mr Socrates, I’m Anna. Would you like some orange juice – freshly squeezed?

Mr S You betcha as long as it’s made from Florida oranges. Hey… Anna? Ain’t you the girl who booked my hotel room?

Anna

Oh yes, sorry about the bed and…

Mr S Hey, you got me a new room, it was great. You did a good job there. Well done.

Anna

Oh thanks.

Tom

Hello. It’s Tom. I recommended the hotel, it was a…

Paul

Tom. Everyone, shall we gather round and hear what Mr Socrates has to say? Please.

Mr S Hey… errr, what’s your name…

Paul

Paul

Mr S Yeah you. Don’t you think I should be sitting in the big chair?

Paul

Sorry. Yes of course. (Shuffling) There you go.

Mr S Now. Tip Top Trading. I gotta give it to you straight. Things ain’t looking good, in fact the outlook is gloomy. The global recession has led to a meltdown in the plastic fruits sector. And I’ve got to announce a profit warning. We just ain’t selling enough of these bananas, oranges and lemons to make any money.

Paul

There’s a bit of an economic squeeze on lemons!

Mr S What?!

Anna

(To herself) Oh dear. I’m not sure what he’s talking about but it sounds bad.

Narrator

It is Anna. He’s delivering some bad news without hiding the truth. That’s why he said “I’ve got to give it to you straight”. He said “the outlook is gloomy” which it means the future doesn’t look good. And he mentioned a “profit warning”, which means company profits are probably going to go down.

Anna

Crikey! That is bad. What does it mean?

Narrator

Just keep listening for now.

Mr S …so, this calls for action. I’m going to have to…

Tom

(interrupts) Oh no, not me Mr Socrates, I’ve been a loyal employee, I couldn’t face being unemployed.

Denise

Tom, calm down.

Mr S I’m not talking about redundancies yet.

Paul

Gosh, well that calls for another biscuit.

Mr S My plan is… we’re going into Europe.

Anna

You mean we’re moving to Europe?

Paul

No, no Anna. I think he means we’re going to sell plastic fruit to the European market.

Tom

Oh right! Great. Mr Socrates, I’ve lots of experience with Europe. I had a holiday in Spain once… twice actually.

Denise

Well we’ll have to make sure our phones can make international calls.

Mr S Hmm. I think you’re gonna need some help with this, so I’m bringing in my best marketing executive, Rachel. What she doesn’t know about selling to Europe, you don’t wanna know. She’ll be here in a few weeks’ time.

Denise

Do you know if she prefers tea or coffee… or orange juice perhaps?

Mr S Look Diana…

Denise

Denise…

Mr S Denise. Like Dennis right? She’ll want the best – the best tea, coffee, the best team. I’ll expect improved results and profits. If not your necks will be on the line – especially yours Paul.

Paul

(nervously) Oh, chop chop. We’d better get to work.

Narrator

scary! “Your necks will be on the line” – he means their jobs will be at risk if things don’t improve. It’s a worrying time for Tip Top Trading. Let’s remind ourselves of the phrases Mr Socrates used to deliver bad news: I’ve got to give it to you straight The outlook is gloomy I’ve got to announce a profit warning Let’s hope this new marketing strategy for Europe is going to work. How are you feeling Anna?

Anna

A little nervous. But I’m going to try my best to make sure this new strategy works.

Narrator

That’s the spirit Anna!

Paul

Right everyone. I think we need to take Mr Socrates down to the Rose and Crown after work for a pint or two and show him some true English hospitality. How about it?

Mr S I don’t drink.

Paul

Ah well, perhaps some lemonade?

Narrator

Oh dear. This should be interesting. Until next time, bye!

28 Home truths

Narrator

Hello again. Tip Top Trading’s big boss, Mr Socrates has announced a new strategy to sell plastic fruit to Europe and hopefully keep the company afloat. But before the real work begins it’s time for him to enjoy some good English hospitality at the pub, courtesy of the team from the London office. Let’s join them now…

Tom

…Well welcome to the Rose and Crown, it is small, not like one of those bars you get in your country. Can I get you a pint Mr Socrates?

Mr Socrates A what?

Tom

A pint. A pint of beer, it’s really nice here if you like it…

Mr Socrates I don’t drink. Just an orange juice, freshly squeezed.

Paul

On go on Mr Socrates, one pint won’t hurt. You’ve got to have a pint of beer when you come to a pub.

Mr Socrates Oh very well. I’ll try one. It had better be good.

Tom

You’ll love it. I’ll get it. Three pints of your best beer please Mr Landlord. Denise, are you OK getting your own? I’m a bit short of cash.

Denise

Oh… right. Mr Socrates, Anna said she would be along soon. She had some work to finish. She’s such a hard worker.

Mr Socrates Good to hear. She seems like a smart cookie. Now let’s try this beer …mmm, not bad, a little warm but… tasty.

Paul

Oh, you drank that quickly… would you like another one?

Mr Socrates Sure.

Anna

Hi everyone. Sorry I’m late.

Denise

Hi Anna. Look Mr Socrates is enjoying our English beer. I think it’s going to his head.

Mr Socrates (Loudly) Anna! Our best worker. Get Anna a drink.

Tom

Yes Mr Socrates. Of course Mr Socrates.

Mr Socrates Anna, come over here, let’s talk.

Anna

Oh right. What about…

Tom

There you go Anna. I got you some crisps too. So what are we talking about?

Mr Socrates Nothing. Thank you… bye bye.

Tom

Oh right. Bye bye. Yes, I’ll go and talk to Paul and Denise. I’ll just be over here.

Mr Socrates What a loser. I can tell he’s all talk and no action.

Anna

Well, Tom’s a good worker really and…

Mr Socrates …and as for Paul. God, what a manager. Always eating cookies. You know he was fired from his last job because…

Narrator

Anna, I think he’s getting a bit too personal. That beer is making him say things he shouldn’t.

Anna

I know. What should I say?

Narrator

Try saying “it’s not appropriate to talk like that” or “could we change the subject please.”

Anna

OK thanks. Erm, Mr Socrates I don’t think it’s appropriate to talk like that, could we change the subject please?

Mr Socrates Oh, sorry have I said too much? Maybe we should talk about you. I like you Anna. You’re keen but you’ve got a lot to learn and I think you should wear more black – it makes you look… thinner…

Narrator

He’s out of order. I think he’s saying too much. Ask him to keep the conversation professional.

Anna

Right, good idea. (To Mr Socrates) Erm, Mr Socrates, thank you but can we keep our conversation professional. There’s a lot to discuss about our European market strategy.

Mr Socrates Yeah, right, absolutely right. Anyway, you’re gonna have to lead this one not that Tom guy. I’m thinking of firing him, his results ain't that great and…

Tom

…sorry to interrupt, just wondered if you’d like some nuts?

Mr Socrates Hey Tom, I was just saying to Anna your results haven’t been good and I’m thinking of…

Anna

(flustered)… of having another drink… thinking of having another drink. Mr Socrates, did you know Tom actually has a great idea for selling laser-curved oranges to Spain?

Tom

(puzzled) Do I?

Mr Socrates That’s good to hear Tom. Email them to me and I’ll check them over tomorrow.

Anna

Of course he will, Mr Socrates. Now how would you like to drink something, errr, less strong? Orange juice perhaps?

Mr Socrates Na, I think I’ll try some more of the English beer.

Narrator

I think Anna has just done Tom a big favour – she’s stopped him getting fired - for now. Sometimes conversations with your boss can get too personal but I think Anna’s got the hang of keeping things professional. Here’s a reminder of what she said:

It’s not appropriate to talk like that. Could we change the subject please? Can we keep our conversation professional please?

Narrator

So Anna seems to be Mr Socrates’s favourite team member but now she’s got some explaining to do to Tom.

Tom

Anna, what were you talking about to Mr Socrates? “Ideas for selling laser-curved oranges to Spain”?

Anna

He was going to fire you – so I was trying to tell him you had great ideas.

Tom

What?! You helped me? Anna, I don’t know what to say. I… I… I…

Anna

Yes?

Tom

I… need to go back to the office to work on some ideas.

Narrator

Good idea. Keep it professional, eh Tom? Until next time. Bye!

29 Putting the feelers out

Narrator

Bye bye Mr Socrates. He’s flying back to America leaving Tip Top Trading’s London team trying to work out how best to focus their business on the European market.

Paul

Sorry to keep you waiting. I had to go to the airport with Mr Socrates to see him off. We had a good chat in the taxi and he said some very positive things.

Denise

Oh yes. Like what?

Paul

Err, well… well, how nice English beer is.

Tom

Yeah but what about the European marketing strategy – what are we going to do about that?

Paul

Well, Anna is supposed to lead on that, I’m taking a more biscuitorial control over it.

Anna

A what?

Tom

It means you do all the work while he eats all the biscuits!

Paul

Do you mind Tom. Now, what I’m thinking is we put the feelers out – do some cold calling, see what people are buying at the moment.

Anna

Cold calling? But I like to be warm when I’m on the phone.

Denise

No Anna. Cold calling is when you call prospective clients when they’re not expecting you to, to ask them something or to sell them something. I’m very good at calling people.

Tom

Yeah, usually the hair dresser! So Paul, where do we begin, who do we call first?

Paul

Track down some potential clients in Europe, see what they’re buying now, see what they want in the future. Make them think it’s our laser-curved fruit they want!

Denise

But keep your calls brief, international calls are very expensive.

Narrator

OK Anna, it’s time to cold call. What are you going to say?

Anna

I don’t know.

Narrator

Find someone to call, then be pleasant and polite. When you call, ask to speak to the person who deals with buying or purchasing. And then ask that person if they could spare a few minutes of their time.

Anna

OK. Here goes. (Looking through a telephone directory) Let’s have a look… fruit growers, fruit pickers, fruit traders… Fruit Traders International… (Dials number) 0-0-4-3-9-8-4-5-5-4-4.

Trader

Bonjour?

Anna

(surprised) Ah, erm, oh….

Narrator

Don’t be surprised! You’ve called a company in France, they speak French. Just ask if it’s OK to speak English.

Anna

Oh hello. Is it possible to speak to you in English?

Trader

Oui… yes.

Anna

Great. Are you the person who purchases plastic fruit for your company?

Trader

I am. How can I help you?

Anna

Yes, can you spare a few minutes of your time? I want to sell you some laser-curved fruit.

Trader

What?!

Narrator

That’s a bit direct Anna. Slow down and tell them your name and why you’re calling. Find out something about them. Maybe say “I’d like to tell you about our great new laser-curved fruit”. Ask them “How much plastic fruit do you buy?” and at the end of the call say “thank you for your time. We hope to hear from you soon.” Give it a go Anna.

Anna

OK. Erm… hello my name is Anna. How are you today?

Trader

Good thank you.

Anna

That’s good. I’d like to tell you about our great new laser-curved fruit.

Trader

Oh yes.

Anna

Our company is called Tip Top Trading and we are the UK’s number 1 plastic fruit manufacturer – and well, we’re so proud of our fruit that we’ve decided to let the rest of Europe enjoy it too.

Narrator

Very good Anna!

Anna

We make our fruit using laser-curved technology. In fact we’ve just launched our best product ever, the Imperial Lemon – it looks so real you want to squeeze it.

Trader

Hmm, lemons, interesting.

Narrator

Anna’s got the hang of this – she’s on fire – I mean, she’s doing really well. Her cold calling technique has really warmed up. She’s pitched the products now she needs to sell.

Anna

…so thank you for your time. I hope you may consider us when you next purchase some plastic fruit.

Trader

We will certainly consider your company.

Anna

Well we hope to hear from you soon. Goodbye (puts phone down). Tom, Tom, how are you getting on?

Tom

(On phone/angry) …well if that’s what you think then you can shove your kumquats… hello? Hello? (Slams phone down)

Anna

What’s wrong?

Tom

They’ve hung up on me. Really! He said the plastic fruit industry is in meltdown. But Anna, if I don’t get any contracts soon I’ll be fired.

Anna

Well, this calls for teamwork Tom – tomorrow, Tuesday, we’re going to tackle this task – together!

Narrator

Hooray for Anna. Now she’s sounding like a leader. And she’s mastered cold calling by using some simple phrases, like these: My name is Anna. Can you spare a few minutes of your time? I’d like to tell you about our great new laser-curved fruit How much plastic fruit do you buy? Thank you for your time. We hope to hear from you soon. Phone rings

Denise

Anna. There’s a call for you, from someone in France, they want to talk to you about lemons.

Narrator

Sounds promising. Find out what happens next time on English at Work. Bye.

30 Two heads are better than one

Anna

(On the phone) Yes, we have plenty in stock. They're £4 per unit… They are good quality ones…

Narrator

The company in France that Anna called earlier has called her back. Let's hope they're making an order.

Anna

…laser technology isn't cheap… hmm, I see… Well, thanks for calling back. Bye.

Paul

Everything OK Anna?

Anna

Not really. One of the companies I cold called has rung back…

Paul

Good, good…

Anna

…but they don't want to place an order. They say we're too expensive.

Paul

So you let them go? Didn't you negotiate with them?

Anna

Oh, was I meant to? I wasn't sure what to say.

Tom

Having trouble Anna? Don't worry, I'm sure that I can help. Negotiating is my thing!

Narrator

"Negotiating is my thing"! What is he like? Mind you, he has won a Pear Salesman of the Year award so he must be doing something right.

Anna

Are you sure Tom? Don't you want to negotiate your own deals?

Tom

I owe you one Anna after you saved my bacon with Mr Socrates the other night. And besides you and me…

Paul

Come on you two. Get a move on. Europe is waiting for us! Custard cream anyone?

Tom

No thanks. Right. Now you need to call that French company back and ask them what kind of price they are willing to pay.

Anna

And then say that's fine?

Tom

No! Negotiate. Say "I don't think we can go that low".

Anna

"I don't think we can go that low".

Tom

If they want a bigger discount, tell them they will have to buy more stock.

Anna

More stock, bigger discount.

Tom

Yeah. And if you still can't agree a price, tell them "I'll meet you halfway".

Anna

Meet halfway?! That means going to Paris!

Tom

No. Halfway on the price. That line always works for me. I sold a load of plastic pears that way once.

Anna

So that's "I'll meet you halfway". Thanks Tom. I'm really impressed. You… you…

Tom

Am I, really?!

Anna

What? I was going to say, you really do know your stuff – despite what other people say.

Tom

What? Uh?

Anna

Right, I'm off to make that call right now.

Narrator

Good luck Anna and well done Tom! Nice to hear him give some useful advice but will it work? Let's remind ourselves of the phrases he suggested Anna uses when negotiating a sale: What kind of price are you willing to pay? I don't think we can go that low. If you buy more stock, I can offer you a bigger discount. I'll meet you halfway.

Narrator

Let's see how Anna has got on.

Anna

Success! They've agreed to buy 5,000 Imperial Lemons.

Tom

Brilliant. I knew you would be great. Did those killer lines of mine work?

Anna

Sort of – but when I said what price were they looking to pay, they said the full price! As long as I send them the contract today so I'd better go and get an envelope and post it as soon as I can.

Tom

Oh great.

Anna

Tom… Tom… can you come over here to the stationery cupboard and get an envelope from the top shelf for me?

Tom

Yeah, suppose so… I'm coming... (Door slams shut) …oh!

Anna

Oh Tom, why did you do that? It won't open… it's locked… help, help!

Tom

Help!

Narrator

Uh oh. This should be interesting. How are they going to explain being locked in the stationery cupboard? Until next time. Bye!

Tom

Let us out! We're stuck!

31 Sign on the dotted line

Anna

Help, help!

Tom

Help us! We're locked in.

Narrator

Oh dear. Do you remember that Tom and Anna are locked in the stationery cupboard? What are they going to do? And what will people say when they are discovered in there? I have a feeling we're about to find out…

Denise

Goodness, what's that? Anna is that you? And is that you Tom?

Anna

Yes, help! We're locked in.

Denise

Don't panic, I've got the key. There. How on earth…

Tom

…it's not how it looks Denise. We were just… erm…

Anna

…just looking for envelopes.

Denise

Really?!

Anna

Yes, yes, really. The door slammed shut and locked from the inside when Tom walked in.

Tom

Yeah, she's right. Just walked in, and shut the door and bang.

Denise

Hmm. Let's just keep it our little secret shall we. (Aside to Anna) I thought you had better taste Anna!

Paul

Ah there you are Anna, I need a word with you… Oh, you look like you've been caught doing something you shouldn't! Ha ha.

Anna

…but I haven't.

Paul

Just joking Anna. Now could you step in to my office, we need to touch base about the European marketing strategy.

Anna

Are we playing baseball?!

Narrator

No Anna! Touch base. He wants to catch up with you, probably to see how you're getting on. Go on Anna, let's see what he has to say.

Anna

Oh I see. That door doesn't lock does it?

Paul

No, I don't think so. Right Anna. Biscuit? These new peanut ones are quite nice. So how are things with the project?

Anna

Well, I've done some cold calling and have an order from a company in France.

Paul

I see. Very impressive but have they signed on the dotted line yet?

Anna

The dotted line?

Paul

Have they actually signed the contract yet?

Anna

Well, no, but…

Paul

…that's the problem. There's a rival company who's also targeting the European market called Tutti Fruity - and they'll do anything to steal our customers.

Anna

Oh I see.

Paul

So, to keep our head above water, we need a clear strategy… and that's why I've put you in charge. So what shall we do?

Narrator

I've a feeling Paul hasn't a clue – that's why he wants you to come up with the ideas.

Anna

I think you're right – but I don't know what to say.

Narrator

Tell him we need to price the rivals out of the market, that means offer the lowest prices so nobody wants to buy plastic fruit from our rivals. You could say that we need to corner the market, that means Tip Top Trading dominates the plastic fruit market.

Anna

Oh, thanks. That's very useful.

Paul

So Anna, any thoughts?

Anna

Lots Paul. I think we've got to compete on price.

Paul

Oh yes?

Anna

We need to price Tutti Fruity out of the market. We need to corner the market so that everyone knows we are the best choice for good quality, good value plastic fruit.

Paul

I like it!

Anna

And… and…

Narrator

Tell him we need to build good relationships with our customers – that means we give them good service.

Anna

…we need to build good relationships with our customers. Talk to them regularly, send them gifts… go and meet them face to face.

Paul

Face to face? Yes, great idea – just what I was thinking. If we follow this strategy I reckon there could be a bonus for us all by Christmas.

Narrator

Well done Anna. Very convincing. If you can put your ideas into practice you'll save the company. Let's remind ourselves of the words you used to create the European marketing strategy…

We've got to compete on price. We need to price the rivals out of the market. We need to corner the market. We need to build good relationships with our customers.

Narrator

Well, things seem to be going well for Anna… or are they?

Denise

Anna! Anna! That man from France has called again and left a message. He's not happy this time. Something about us trying to rip them off!

Anna

What? Rip them off?

Denise

It means over charging them or giving them poor quality goods.

Anna

That's not fair. I'm going to have to sort this out.

Narrator

That's it Anna – go and build a good relationship with your customer! Bye for now.

32 The deal is off!

Narrator

Welcome back to Tip Top Trading where things aren't going too well. Anna negotiated a deal with a client in France but now they claim they've been ripped off! This has got to get sorted – quickly.

Anna

Oh Denise, what exactly did they say?

Denise

Something about them agreeing a price for 5,000 lemons and then being offered a better price by another company.

Anna

That'll be Tutti Fruity – they want our business.

Denise

Sounds like they're going to get it, unless you sort it out. Maybe you should work out some new figures.

Anna

Figures? Is there something wrong with my figure – am I too fat?

Denise

No Anna! Your numbers – work out a new price, see if you can squeeze the price of lemons – maybe you can price Tutti Fruity out of the market.

Anna

Hmm, somebody else has said that.

Narrator

Yes it was me Anna! Do your calculations, see if you can offer a better deal and price Tutti Fruity out of the market.

Anna

OK. I could sell them cheaper but there would be less profit.

Narrator

Well, less profit is better than no profit. And who knows, if this goes well, it might lead to more contracts. But it's down to you now to make that call.

Anna

But what am I going to say?

Narrator

Be friendly and say… I'm sorry to hear you're not happy with our price. Tell them Tip Top Trading prides itself on quality products and good value for money. And flatter them and say they are a valued customer and their business is very important to us.

Anna

And what shall I say about the price?

Narrator

Tell them you can match the price of our competitors.

Anna

Match the price. Right. Thanks. OK, I had better call them.

Trader

Bonjour. Fruit Traders International.

Anna

Oh, erm, hello, is that Monsieur Brown?

Trader

Oui. Yes.

Anna

This is Anna… from Tip Top Trading. I was sorry to receive your message.

Trader

Yes, well. I thought we were doing good business and then another company called me and offered me a much better deal.

Anna

Yes, I understand. I’m sorry to hear you're not happy with our price… but hopefully we can sort something out?

Trader

Oh yes?

Anna

You are a valued customer and your business is very important to us… and we would love to see our Imperial Lemons on display in the restaurants and shops of France.

Narrator

That's a nice touch Anna, well done!

Trader

So?

Anna

So, I've done some calculations and we can offer you a better price.

Trader

But Tutti Fruity can offer us a good price.

Anna

I'm sure they can but… we… we…

Narrator

Yes Anna?

Anna

…at Tip Top Trading we pride ourselves on quality products and good value and I think we can match Tutti Fruity's price… in fact I know we can beat it.

Trader

I see. That's good to hear but…

Anna

We'll give you an extra 10% discount – but obviously we would like you to make a bigger order.

Trader

Oh, a bigger order. I will have to have a think about this.

Anna

Yes, of course, but please let me know as soon as you can before someone else snaps up this offer. Merci. Au revoir.

Trader

Ah, merci, au revoir.

Narrator

Excellent work Anna! I can see why she's got the job now. But will her sales tactics pay off? Let's remind ourselves of some of the great lines that Anna used in trying to resolve a tricky sales deal…

I'm sorry to hear you're not happy with our price. Tip Top Trading prides itself on quality products and good value for money. You are a valued customer and your business is very important to us. We can match the price of our competitors.

Denise

Well done Anna. It looks like you may have saved that deal.

Paul

Saved the deal? Is there a problem?

Anna

Well, Tutti Fruity has tried to undercut our price but I think I may have saved the deal we had with International Fruit Traders in France.

Denise

Yes, Anna offered a lower price for a bigger order and they're having a think about it.

Paul

Crumbs. If the deal's not complete I think you need to get out to France and seal the deal. I want you and Tom to fly out there as soon as possible and do some schmoozing.

Denise

Oh! You and Tom hey?

Narrator

That's enough Denise! This should be fun. Find out what happens next time on English at Work. Bye.

33 The deal is off!

Narrator

Hello again. Well, this is very exciting! Paul, the boss, is sending Anna and Tom on a business trip to France. He wants them to clinch the deal with a company interested in buying their Imperial Lemons. But has Tom got more than business on his mind?

Tom

Really? What… me and Anna… to France?

Paul

Yes but make sure you get that contract signed. We need the business.

Tom

Yeah, yeah, of course. Are we staying overnight?

Paul

There's no money for that – just get there and come straight back. Oh and could you bring back those nice French biscuits that have in the duty-free shop?

Tom

Sure. So, Anna, we're off on holiday together are we?!

Anna

No! But I've got to book the flights online, can you help me please?

Tom

It's not my thing. I'm sure Denise will help. I need to go and pack for this trip.

Denise

Yes Marge… in the cupboard… envelopes apparently… Tom and Anna… oh here she is… got to go Marge… bye. Hello Anna, everything OK?

Anna

Sort of. I've got to go to France with Tom.

Denise

Yes, I know. I thought you'd be pleased to go with Tom, after your time in the stationery cupboard with him!

Anna

I was just finding an envelope Denise. Anyway, I'm worried about booking the flights online. I usually book flights at a travel agent's.

Denise

It's company policy now, we have to do everything online – even my food shopping – but don’t tell Paul.

Anna

Oh right. So where shall I begin?

Denise

Pull up a chair Anna and we'll log on. Right let's start with the British Airlines website. There. London to Marseille. What is the outbound date?

Anna

Going out tomorrow, back tomorrow.

Denise

Business class or Economy class? I think we'll say Economy.

Anna

That's cheaper I guess. What's this mean? Flexible or fixed?

Denise

A flexible ticket means you can change your flight but a fixed one means you can't – and that's cheaper so we'll choose that one. I'll book you on the 8am flight from Heathrow and flying home at 6pm. I just need to type in your full names now and select your seats. Window or aisle?

Anna

I'll what?

Denise

No Anna. A seat by the aisle or by the window?

Anna

Oh, an aisle seat please, Denise.

Denise

Good. What's your frequent flyer number?

Anna

Oh I don't have one of those.

Tom

What's that? Frequent flyer number? Here I've got a gold status card, can you stick my number in?

Denise

Gold status! Where did you get that?

Tom

Oh, I've flown loads of times for business. I've done deals all around the world.

Narrator

He means he's been on lots of jollies – free trips paid for by the company – and all he's come home with is a sun tan!

Denise

Hmm, really. Right I just need to pay now… using the company account of course.

Tom

Cool. Now, what do you think of my sunglasses?

Anna

Lovely Tom. Denise has booked you a window seat OK?

Tom

No! Sorry I can't sit by the window… I’m… errr…

Denise

Yes Tom?

Tom

Well, I mean, it's only polite that the lady sits by the window.

Denise

Really?!

Narrator

What's Tom like?! Hopefully he'll prove a useful business partner for Anna on the trip to France. Here's a reminder of some of the questions you may be asked when booking a flight…

What's the outbound and return date? Do you want to fly business or economy? Do you want a fixed or flexible ticket? Would you like a window or aisle seat? Have you got a frequent flyer number?

Denise

There you go you two, your e-ticket. Now don't forget your passports.

Tom

Thanks Denise. Hey Anna, I'm so pleased that we're on this trip together. It'll be nice to spend some time with you.

Anna

Yes and to do some business and really show Paul we are his best employees.

Tom

Oh yeah, of course… I just wondered…

Anna

Yes?

Tom

Is there any chance I could sit in the aisle seat?

Narrator

I've got a feeling Anna's in for a bumpy ride. Find out how their trip goes next time on English at Work. See ya!

34 The business trip

Anna

Tom, could you let go of my hand?

Tom

Sorry, it's just I get nervous flying.

Anna

Well, we've landed in Marseille now so you're safe… oh, I like your passport photo.

Tom

Oh do you?

Anna

I didn't know your middle name was Stanley.

Tom

After my great-great-grandfather.

Anna

Really? Come on we need to get a taxi. Taxi! Taxi!

Narrator

Hello again. Anna and Tom are on a very important business trip to try and sign a deal to sell their plastic fruit to a company in France. The company has received a better offer so Anna needs to convince them that Tip Top Trading's lemons are best. Are you feeling confident Anna?

Anna

Not really. It was OK speaking to them on the phone but seeing them face-to-face is quite scary.

Narrator

You'll be fine. Stay calm. They'll be pleased you've taken the time to fly out and see them – but tell them you're grateful for their time and recap what you told them on the phone.

Anna

Oh yes – beat the price of the competitor but get them to make a bigger order.

Narrator

Yes. If they order more you can offer a bigger discount. Good luck.

Tom

Oh look, we're here now. Now Anna, I hope you don't mind me saying, but just leave the talking to me. Right?

Anna

Err, well…

Tom

Oh, Madame Brown, ciao, great to see you

Trader

What?

Anna

Monsieur Brown. Bonjour. I'm Anna from Tip Top Trading. This is my colleague Tom. Thank you for sparing the time to see us.

Trader

No problem. Did you have a good flight?

Tom

It was great. I love those little bottles of wine they give out… I kept a few with me if you fancy a glass of vin rouge?

Anna

I think we should sit down and discuss business.

Trader

Of course.

Tom

Yeah, yeah, good idea.

Anna

Now, I believe Tutti Fruity has offered you a good price but as I said on the phone, we can beat that.

Trader

Yes you did.

Tom

Did you Anna?!

Anna

But to get this price you've got to buy lots more.

Narrator

Anna! That's not very subtle. You need to convince them they need to buy more without telling them they have to.

Tom

What she means is our Imperial Lemons are made with our unique laser curve technology. They are hard wearing and a joy to have on display in any shop window or restaurant.

Anna

Tom, that's amazing!

Tom

I read it on the back of the box!

Anna

So, we really feel that we have a product that you'll be proud to display. And to get this fantastic price you just need to place an order of 10,000.

Tom

And we can even throw in a free sample of our new Perfect Peach range.

Anna

Each lemon comes with a satisfaction guarantee. I know you won't be disappointed.

Trader

Hmm. It sounds good. OK, I think you have a deal.

Narrator

Good work Anna. Don't forget to ask him to sign the contract and tell him when he can expect the order to be delivered.

Anna

OK. I would be grateful if you could just sign the contract. We'll get the lemons to you as quickly as we can. Tom, do you have a pen?

Tom

Erm, no actually. It was in my bag yesterday but it's gone… it was a nice, a good one too.

Trader

No problem. I have a pen. There you go.

Anna

Thank you. It was a pleasure doing business with you. We'll get those lemons to you in two weeks' time.

Trader

Perfect!

Narrator

Good work Anna…oh and Tom too. The contract is signed but now you have to deliver what you've promised. There are many ways to clinch a deal; here are some of the phrases Anna used…

Thank you for sparing the time to see us. Each lemon comes with a satisfaction guarantee - I know you won't be disappointed. I would be grateful if you could just sign the contract. Thank you. It was a pleasure doing business with you.

Narrator

So it's been a successful day. It's time for Tom and Anna to fly back to London and tell Paul the good news… or is it?

Anna

Oh no look, our flight to London is cancelled! It's the last one today. What are we going to do?

Tom

Well, I guess we're just going to have to stay here for the night. I'll sort out a hotel.

Narrator

Until next time. Bye!

35 Lost in France

Narrator

Welcome back to English at Work, where Anna and Tom are in a bit of a predicament. Following a successful business meeting, they've returned to the airport to discover their flight has been cancelled. What are they going to do next?

Tom

Right, they've rebooked us on to the next flight, which is at 7 o'clock tomorrow morning.

Anna

Tomorrow morning?! What are we going to do until then?

Tom

It's OK Anna, calm down. I've sorted out a hotel… quite a nice one actually.

Anna

But what about our new contract? I've got to sort it out!

Tom

Anna, take a deep breath… it'll be ok. Let's go and get a drink and we'll work things out.

Narrator

Anna, maybe Tom's right for once. Go and enjoy some French hospitality. You've done really well today but perhaps you should keep your boss Paul in the picture.

Anna

In the picture? I didn't take any photos.

Narrator

No Anna! I mean keep him informed. It's always a good idea to keep the boss updated on what's going on – he is the boss after all.

Anna

OK. I will.

Tom

Yeah, this one looks quite cosy. I'll order us a beer shall I?

Anna

I'd prefer an orange juice please.

Tom

Oh really? OK then. Err, Garcon. Je m'appelle un beer et citron juice thing. Au revoir!

Anna

What?! No Tom! Pardon, Je voudrais une grande biere et du juice d'orange s'il vous plait.

Waiter

Oui Madame.

Tom

I think she likes you! Well, everyone likes you Anna. I like you because…

Anna

I like you too Tom but don't you think I should call Paul and update him on what's going on… keep him in the picture?

Tom

I dunno. Let's just enjoy this moment shall we? And besides, he'll be at his biscuit appreciation class by now.

Anna

No. I would be happier just to call him. Could I borrow your mobile phone please? My battery has run out.

Tom

Yeah sure. You'll find his number under Attila the Hun.

Anna

Attila the Hun?

Tom

Just my little joke!

Anna

Cheeky! But hold on… what am I going to say to him?

Narrator

Well, don't call him Attila the Hun! Think before you call him: It's good news – you've closed the deal and the contract is signed. We need to proceed with the order as quickly as possible. And say, I'm committed to getting the order delivered on time. But if you need help, ask for it.

Anna

OK I will. It's ringing…

Paul

Hello?

Anna

Hi Paul. It's Anna. I've got some good news!

Paul

Hold on. Sorry, I'm just munching some new crumbly cream biscuits. Now, what's the good news? Is it about the contract?

Anna

Yes! I've closed the deal with Fruit Traders International and the contract is signed.

Paul

Excellent news.

Anna

To keep them happy, we need to proceed with the order as quickly as possible.

Paul

Of course, of course. So what are you planning to do?

Anna

Well, obviously, I'm committed to getting the order delivered on time but I might need some help. I wonder if Tom could…

Paul

Yes, Tom can help you. Denise tells me you have a… special chemistry! Actually, where is Tom now? Is he home yet?

Anna

He's not. Actually Paul, Tom and I are going to stay in a hotel tonight… Hello? Hello? Oh, I've lost the signal, he's gone.

Tom

Never mind Anna. I think he got the message. Another drink?

Narrator

Let's hope Paul has got the right message about Anna and Tom! Anyway, she's briefed the boss and kept him in the picture. Here's a reminder of some of the phrases she used:

It's good news – I've closed the deal and the contract is signed. We need to proceed with the order as quickly as possible. I'm committed to getting the order delivered on time… but I will need some help.

Narrator

A good day's work for Anna but now it's time for bed.

Tom

Right, well, it's time for bed. We've got an early start tomorrow.

Anna

So, where are we staying?

Tom

A lovely little boutique hotel, just round the corner. I've booked a room with a view.

Anna

A room? One room?!

Tom

Err yeah. That's all they had, actually… honest!

Narrator

Hmm. This could be interesting. Let's hope things remain professional. Until next time. Bye!

36 The power struggle

Narrator

Welcome back to English at Work where Anna is very… well, very happy! You're in a good mood Anna.

Anna

Well, I'm just back from France, where everything went really well. It was quite an experience.

Narrator

Good. You got the contract for that big order. All you need to do now is to deliver what you’ve promised.

Anna

I know.

Denise

Hello Anna. Is Tom OK? He seems really grumpy since he got back from France.

Anna

He's fine. He just had to sleep on the sofa last night.

Denise

Really?! I'm sure that's not what he was planning. Now, did Paul mention he's got a new member of staff for you to meet this morning?

Anna

No.

Denise

Typical! Well, she's coming up in the lift with Paul now.

Anna

Oh, so who is she?

Denise

It's Rachel. Do you remember? She’s the woman who Mr Socrates recommended. He says she's brilliant and allegedly one of his best employees… oh, here she comes now.

Paul

…and this is our office. Ah, Anna, there you are. Did I mention before you went to France, that Rachel is joining us for a while?

Anna

No.

Paul

Ah… well… here she is. This is Rachel.

Rachel

Hi!

Anna

Hi. I'm Anna. I work here as a sales executive.

Rachel

I know. You're quite new aren't you, ya?

Paul

Not that new. She's just won a great contract for us. Anyway, looks like you two are going to get on like a house on fire. Anna, I'd like you to, sort of, work alongside Rachel.

Rachel

Alongside? Shouldn't I be in charge?

Paul

Yes… it's just, you know, you're not familiar with our office and Anna is, sort of, across this new contract… so… if you don’t mind?

Rachel

OK. Just for now, but don't think I’m going to be told what to do.

Anna

I'm sure you won't be Rachel but maybe we could help each other?

Rachel

I'll try.

Anna

Good! Oh dear. This is awkward. I've never worked with anyone like this before.

Narrator

Well, now's your chance Anna. Rachel may be awkward to manage but try these phrases which may help things go more smoothly. Say, "I understand you have lots of experience so I would like to use your skills to help with the task." And, "Together we can do this job really well." But why not just start by making her a cup of tea. Good luck!

Anna

Oh thanks. Rachel, would you like a cup of tea? And then we could talk about this contract.

Rachel

I don't drink tea. Let's just get down to business.

Anna

Oh, right.

Rachel

Now, I think you need to check your stock and make sure you've got your oranges.

Anna

Err… It's lemons actually.

Rachel

Whatever. Just get them and… you know… put them in a… thingy… a box.

Anna

Well, actually… I understand you have lots of experience so maybe we could you use your skills for this task?

Rachel

Well, it's true, I do have lots of experience. Thanks for recognising that.

Anna

So maybe… we could work on this job… together?

Rachel

Oh ya, sure. Great. Of course. I can get hold of these oranges… err… lemons, pronto. I know a man who can get some second-hand ones, it'll save us loads of money.

Anna

But what about the quality?

Rachel

Quality?! It's the cost we've got to worry about. Keep up Hannah.

Anna Anna.

Narrator

Come on Anna. Don't let her boss you around. It's time to stand your ground. If she causes trouble say "let's discuss this so we can agree on a plan of action" or "please respect my decision and let’s move on."

Anna

Hmm, OK, I'll give it a try. Rachel, I like your enthusiasm but… can we discuss this so we can agree on a plan of action?

Rachel

Of course. Why didn't you say? Come on discuss… discuss… talk!

Anna

Well, we pride ourselves on quality products and our Imperial Lemon is particularly good… and I think our client is expecting that. So I would like to send them what I had promised in the contract.

Rachel

Oh ya, I see. But I'm not really sure you're right.

Anna

Well, if you could just respect my decision this time and we can move on?

Rachel

Well, just this once Hannah. But I think I'm going to have to talk to Mr Socrates about you.

Narrator

Well done Anna for standing your ground. It can sometimes be tricky working with a new member of staff, but it's important to try and develop a good working relationship – remember business comes first! Let's hear those phrases again:

I understand you have lots of experience, so I would like to use your skills to help with the task. Together we can do this job really well. Let's discuss this so we can agree on a plan of action. Please respect my decision and let's move on.

Tom

Hi Anna. Can't believe we were in France this time yesterday.

Rachel

Oh hello, Tommy boy. Long time no see! This is a nice surprise.

Tom

Err… mmmm…

Anna

Have you two met before?

Rachel

We certainly have. Hey Tommy boy?

Tom

Oh no!

Narrator

Ha ha. Looks like Tom is lost for words – let's hope he finds them in time for the next episode of English at Work. Bye!

37 Rachel the rabbit!

Narrator

Hello. It's another busy day at the offices of Tip Top Trading…

Denise

And I said no John, not at my age, I'd rather take the bus…

Tom

…yeah Pete, that's great, so we'll deliver 2,000 bananas by Friday. Let's have a beer soon… yeah… cheers mate.

Narrator

But there are two people who are busy annoying each other…

Anna

So you did what? You ordered the second-hand ones?!

Rachel

Chillax Hannah…

Anna

Anna!

Rachel

…they're just oranges…

Anna

…plastic lemons actually.

Narrator

Anna is struggling to work with Rachel, Mr Socrates' favourite Sales Executive, who he's sent in to help out… or hinder more like!

Rachel

Look, I'm off for a cappuccino, everything will be just fine. Ciao.

Tom

Anna, has Rachel gone out?

Anna

Yes.

Tom

She's a bit of a man-eater. She almost ate me once.

Anna

She eats men?

Tom

Well, not exactly. I worked with her in my last job. She was always listening in to other people's conversations and she's always changing jobs. That's why they call her Rachel Rabbit – you know, big ears, always jumping from one job to another.

Anna

Rachel Rabbit! That's funny. So she isn't that good then?

Tom

Oh, useless! She only worked for Mr Socrates because her father threatened to sue the company, after one of our plastic pineapples fell off a shelf and broke his toe. But, better keep that under your hat.

Anna

My hat?

Tom

I mean, keep it secret.

Anna

Oh right, I see. Well, now she's ordered loads of second-hand oranges to send to our new customer in France.

Tom

But they wanted Imperial Lemons?

Anna

I know. I'm not sure what to do, so I'm going to have to speak to Paul about this.

Narrator

Yes it's a good idea to refer up sometimes – ask the boss for advice. Say to him "I'm concerned that Rachel has made a mistake that might affect the business". You might also say "she's not pulling her weight", meaning she's not doing the work she is supposed to do. And you could say "I'm finding it very difficult to work with this person."

Anna

Right. I'll try. There's Paul now… Paul, could I have a word please?

Paul

Of course, Anna. Let's go in my office. Now, how can I help?

Anna

Err, well, it's Rachel.

Paul

Yes, amazing woman. Mr Socrates' favourite.

Anna

I know… but I'm finding it difficult to work with her.

Paul

Oh why's that?

Anna

I'm a bit concerned that she's made a mistake and it might affect our business.

Paul

Golly gosh. Really?! Why's that?

Anna

Well, she's ordered second-hand oranges for our new client in France.

Paul

That's marvellous… isn't it?

Anna

Well, I asked her not to. They wanted lemons… new Imperial Lemons.

Paul

Ah… not so marvellous. Anything else?

Anna

Well, speaking personally, I don't think she's pulling her weight. She doesn't seem to do any work and just keeps going out to buy cappuccinos.

Paul

Well, that's just not on. Look Anna, I will look into this straight away and see if I can sort this out. Thank you for bringing it to my attention. Now, I think you've earned a custard cream.

Narrator

So Anna has expressed her concerns to Paul, the boss. It's up to him to investigate. As long as you have a fair reason to complain about a difficult member of staff, these are some of the phrases you could use:

I'm concerned that she's made a mistake that might affect the business. She's not pulling her weight. I'm finding it very difficult to work with her.

I wonder how Paul is going to handle the situation?

Paul

Ah, there you are Rachel. Nice cappuccino? Could you step in to my office for a moment… I'd like a word.

Rachel

Ya, sure.

Denise

Ooh, I wonder what that's all about. Do you know Anna?

Anna

Hmm, no idea.

Tom

She's probably going to get a promotion and a pay rise… and a custard cream!

Rachel

Thanks Paul, ciao. What a great guy he is. Such a great sense of humour! Looks like we're doing some good work Anna!

Anna

Wwwhat?!

Narrator

Oh Anna. I'm not sure Paul has really sorted out your concerns. But don't worry, we're here to help you out. See you next time on English at Work. Bye!

38 Oranges and lemons

Narrator

Hello and welcome again to English at Work, where things are a little tense. Anna is finding it hard to work with new employee, Rachel. She's told Paul, the boss, about Rachel's incompetence but he’s done nothing about it.

So Anna, how are you feeling today?

Anna

Frustrated. All that work I put in, getting the contract for Imperial Lemons and Rachel has sent out a load of second-hand plastic oranges!

Narrator

I guess you're going to have to call your client and sort out the mess.

Anna

I guess so. Oh hi Tom.

Tom

Is she about? The man-eater?

Anna

No it's all clear, she's gone out for a cappuccino.

Tom

Good good. Look I managed to call the guy she bought the second-hand oranges from, and I cancelled the order.

Anna

Phew, great!

Tom

Yeah, yeah… and last night I managed to order some Imperial Lemons and sent them to that company in France – Fruit Traders International. Here’s the paperwork.

Anna

Tom, that's brilliant! Here, let me give you a big hug – you saved the day!

Tom

Ooh, that's a bit tight.

Denise

Oh not again! You two just can't leave each other alone…

Anna

Bbbut it was just…

Denise

Say no more Anna. Now, I was looking for my special red pen, have you seen it anywhere?

Tom

No. Funny that, my pens have gone missing too.

Denise

I'll go and get some more.

Tom

Now Anna, I don't want to interfere but have you called that company in France to see how they are?

Anna

Well, they're fine aren’t they?

Denise

It's good customer service to call them and see how they are.

Anna

But what do I say?

Tom

Tell you what. I'll go over there and you can call me and practise.

Anna

Right. OK Tom, I'm calling your number now.

Tom

Hello – Fruit Traders International.

Anna

Yes, hello…

Tom

…introduce yourself and ask me how I am.

Anna

Oh right. Hello I'm Anna from Tip Top Trading. How are you today?

Tom

I'm very well. Now ask me about the order.

Anna

I hope you have received our Imperial Lemons and that you are happy with the order.

Tom

Yes, very very happy. The lemons are… fantastique!

Anna

Oh that's good. Erm… we do hope you are pleased with our service and that you may use us again.

Tom

We certainly will. Thank you.

Anna

Do you have any questions you may want to ask?

Tom

No… actually yes…. err, can I… err… buy you dinner sometime?

Anna

Very funny Tom. They won't ask that!

Tom

No. I'm asking you.

Anna

Oh right… erm… OK then… yes!

Narrator

Hooray! Or should I say oh dear? Silly Anna has agreed to go on a dinner date with Tom – but there is still some business to attend to. Don't forget to make that call to your client Anna.

Anna

No I won't – in fact I'll do it right now.

Narrator

Good! While she makes that call, here is a reminder of some of the phrases she could use…

Hello I'm Anna from Tip Top Trading. How are you today? I hope you have received our order and are happy with it. We do hope you are pleased with our service and that you may use us again. Do you have any questions you may want to ask?

Denise

Are you OK Anna? You look a bit annoyed.

Anna

I am – I just called our client in France to check everything was OK and they said Rachel had already called them and told them our lemons were so last season and they would be stupid not to choose oranges!

Denise

That's terrible.

Tom

…hey Anna, how about this restaurant for our date… I mean our business meeting. Look at this menu…

Anna

Not now Tom. Rachel has messed things up again. She's causing so much trouble. She's got to go.

Tom

Oh… yeah right. This calls for action.

Narrator

It certainly does. It sounds like Rachel has gone too far this time and it's up to Anna to sort things out. But what can she do? Join us again next time on English at Work to find out. Bye!

39 A step too far

Narrator

Hello and welcome back to Tip Top Trading. New recruit Rachel has been making life difficult for Anna; she's been making some bad business decisions. Let's find out how Anna can save the day.

Tom

Right, we've definitely got to do something about Rachel… definitely… only, I'm a bit busy at the moment.

Denise

Sorting out your dinner date are you Tom?! So Anna, have you spoken to Paul about this?

Anna

Yes I have, but he didn't do anything.

Denise

Hmm, well he is your boss so I think you've got to speak to him again. Take him some biscuits, that might get his attention.

Anna

Well, I'll try

Denise

Oh and keep notes so you have a record of your conversation.

Anna

Denise, you're amazing. But where have the pens gone to?

Denise

That is strange – we all seem to be losing our pens. Here, use this old pencil.

Anna

Thanks.

Narrator

Anna. Are you happy complaining officially about Rachel?

Anna

Not really but what else can I do? She's been spoiling all the work I've been doing.

Narrator

Yes she has. OK, well tell Paul the facts and tell him you want action.

Anna

OK. Right, here goes.

Paul

Come in.

Anna

Hi Paul. I really need to speak to you about Rachel. She really is messing things up…Paul?

Paul

Sorry, just counting my biscuits. What were you saying? Rachel? Great girl, isn't she?

Anna

No she's not.

Paul

Oh.

Anna

Paul, she's already sent out the wrong order and now she's upset our new client. Plus, have you seen the way she dresses? I'm not happy and I think you've got to take some action.

Narrator

Anna, you're on fire! But stick to the facts, don't get personal about Rachel.

Paul

Well I'm sure Mr Socrates would disagree with you. Look, if she is as bad as you say then I'll give you my permission to discipline her – give her a warning.

Anna

What! Me?

Paul

You know what's she done wrong so tell her not to do it again…and besides, I've got an important meeting to go to… and they usually have those delicious shortbread biscuits. So …I'll leave it with you then?

Narrator

What a useless boss! Anna are you happy about what to do next?

Anna

Not really. What am I going to say?

Narrator

It's not easy but keep calm and professional and say to Rachel, "you've made some serious mistakes" and "you need to consult me before you contact any of our clients." Give her a verbal warning saying "These mistakes cannot happen again, otherwise I will have to refer the matter to someone higher." This may lead to disciplinary action but it may be for the best.

Anna

Oh it's all very serious but I suppose I've got to do it.

Narrator

Good luck!

Rachel

Anna! Darling! What's wrong? I saw Paul and he said you're in a bit of a mood.

Anna

It's not a mood Rachel. Can we talk please…now?

Rachel

Yeah sure. Let's sit here, shall we – not in that chair – that's my favourite.

Anna

Rachel, I wanted to let you know that you've made some serious mistakes.

Rachel

Oh!

Anna

You have really upset our new client – and you think it's ok to sell second hand plastic oranges.

Rachel

Calm down. It's business, darling.

Anna

It's not good business Rachel. These mistakes cannot happen again. If they do I will have to take matters higher and it could result in disciplinary action.

Rachel

Oh! You're quite scary for a short girl.

Narrator

That was unnecessary! But well done Anna for keeping cool and calm in a difficult situation. Let's hope Rachel has got the message. Here is a reminder of the phrases you could use when giving someone a verbal warning…

You've made some serious mistakes. You need to consult me before you contact any of our clients. These mistakes cannot happen again otherwise I will have to refer the matter to someone higher.

Narrator

Let's find out how Rachel is behaving.

Tom

Ah hello, Rachel.

Rachel

Tommy boy. Come and give me a hug. Opps!

Tom

Our pens! All our pens! You've been stealing them! Rachel!

Paul

What's going on? I say, what are all those pens doing on the floor?

Denise

They're from Rachel's handbag. She's been stealing them!

Paul

What? The company's pens?Right, well, I need to see you in my office please Rachel, now…if you don't mind.

Anna/Tom/Denise Gasp!

Narrator

So Rachel is the pen thief! What does this mean for her job at Tip Top Trading? Find out next time. Until then, bye!

40 The Appraisal

Paul

Could I have a word Anna, in my office?

Narrator

Hello again. I wonder what Paul wants to say to Anna? Could it have something to do with Rachel, the pen thief - or is it just to do with biscuits?! Let's find out.

Paul

Have a seat… so well done for speaking to her. Stealing all those pens from the office was the final straw.

Anna

She was stealing straws?

Paul

No, no. It was the final thing that she did wrong – and it meant disciplinary action. I've had to 'let her go' – in other words, sack her.

Anna

Oh, so she's gone. But what is Mr Socrates going to say? She was his best employee.

Paul

Leave it with me. I’m sure he'll understand…I hope. Now, I wanted to speak to you about your appraisal.

Anna

My appraisal?

Paul

Yes, we do it every year. It's a chance to talk about you, talk about the highs and lows of the past year and look forward.

Anna

Highs and lows? But I haven't been walking up any hills.

Narrator

No Anna! He means your appraisal is about reviewing your performance and setting objectives for the year ahead.

Anna

I see. But what are objectives?

Narrator

These are tasks for you to do, to try and improve your performance and skills and help the business. Here are the questions you’re likely to hear in an appraisal: What's gone well for you this year? What didn't go so well? What should you do more of? Let's look ahead and set some objectives.

Anna

Right. Thanks. So Paul, when shall we have this, err, appraisal?

Paul

If you've time, we could make a start now?

Anna

Oh OK. So I need to think about my performance first?

Paul

Exactly. What has gone well for you this year?

Anna

Well I guess I've just done my job.

Narrator

Anna! This is your chance to sell yourself. Think about the deals you've made, the people you've managed, that sort of thing.

Anna

Right. Well, I did complete two big contracts for the Imperial Lemon…

Paul

You've had plenty of compliments for that. You seem to have a zest for selling!

Anna

Err, right… and then there was dealing with Mr Ingle in the warehouse.

Paul

Yes, that's a good example of dealing with difficult staff. And what didn't go so well?

Anna

Well… erm… working with Rachel… and cold calling I suppose. That wasn’t easy.

Paul

Ah yes. But you soon warmed up! And what should you do more of?

Anna

Err, erm…

Narrator

It's a tricky question Anna – but don't be ashamed about admitting things that you feel you could improve on. Nobody's perfect! Think about skills you'd like to improve.

Anna

Oh OK. Well Paul, I guess I could… develop some ideas for new products? Continue to work on the European marketing strategy... sell more Imperial Lemons… err…

Paul

That's enough Anna! If you do all that, you'll put me out of a job!

Anna

Oh, I don't want to do that!

Paul

Now let's look ahead and set some objectives. Biscuit?

Anna

Biscuits as an objective? Oh I see…no thanks.

Paul

We've all got to improve our sales targets so I'm asking all the team to make an extra ten sales deals this year.

Anna

Oh, ten, that’s a lot.

Paul

It is - but I know you can do it. And you mentioned developing new products, well I'd like you to do just that – but not plastic fruit, I'd like you to develop a plastic vegetable. Potato, carrot, that sort of thing.

Anna

Gosh. Well, OK.

Paul

Oh and one more thing. Could you help Denise sort out the stationery cupboard? It's a right mess.

Anna

Err...

Narrator

That's a lot of objectives for Anna. She's got her work cut out for the next year. Appraisals are a good time to review your work and plan what you are going to do next. Here's a reminder of the kind of questions your manager may ask you: What has gone well for you this year? Give me some examples. What didn't go so well? What should you do more of? Let's look ahead and set some objectives.

Paul

So if you could write up your appraisal and have it back to me by Friday?

Anna

Of course Paul. Thanks. See you later.

Tom

Oh hi Anna. Are you still on for dinner on Friday?

Anna

Yes Tom!

Anna

What's going on?!

Denise

A mouse… a mouse! I've just seen a mouse running out of the stationery office.

Tom

Was he stealing the pens?!

Denise

It's no joke. Quick…there he goes!

Tom

Leave him to me! Oh… oww!

Anna

Tom… Tom? Are you ok?

Narrator

Uh oh! What’s happened to Tom? Has he broken something? Join us next time to find out. Bye!

41 Doing it by the book

Narrator

Welcome back to the offices of Tip Top Trading where Tom has taken a tumble. He was trying to catch a mouse but tripped over. Can Anna help soothe the pain? Let's find out.

Tom

Ooh… oww… ouch. My arm really hurts.

Paul

What's all this noise about?

Denise

It's Tom. He's had an accident – tripped over a mouse – I mean tripped over trying to catch a mouse.

Paul

Golly gosh. Are you OK Tom?

Tom

I dunno. I think I've broken something.

Denise

Your pencil I think! Just sit there at my desk and I'll go and call a first-aider.

Paul

Anna,you're going to have to fill in one of those Health and Safety reports.

Anna

Oh really? Do we have to?

Paul

It's procedure and it's the law – it's got to be done. Now Tom, would a biscuit make you feel better?

Narrator

Health and Safety is important in the workplace. The office needs to be a safe place to work in, but accidents do happen and that's when you have to report it. Anna, do you know where to find the form you need to fill in?

Anna

I think so. It's here on the company intranet… here it is, 'accident report form'.

Narrator

Yes, it's sometimes called an 'incident or accident report form'. It will ask you: How did the accident happen? What was the cause of the accident? Were there any injuries? And how could the accident have been avoided?

Anna

OK, I had better get started.

Denise

Right, I've call the first-aider. She'll be here in ten minutes. Now, do you need a hand with this form, Anna?

Anna

Yes please Denise. It wants to know how the accident happened.

Denise

Just say there was a mouse… no, a large rat… running about that needed catching. And Tom, very bravely, tried to catch it

Anna

Yes… and then he tripped over something.

Denise

Was it your ego Tom?

Tom

Err? Ha ha. Ouch! No, it was a sample box of Perfect Peaches.

Denise

So, the cause of the accident was a box of Perfect Peaches left on the floor. Who left them there anyway?

Tom

That might have been me Denise.

Denise

What do I always say about putting things away? Now Anna, it says here 'Were there any injuries?'

Anna

So I'll write, 'Yes, a member of staff broke his arm.'

Denise

Sprainedhis arm. I think he'd be in a lot more pain if it was broken, hey Tom?

Tom

What? Err, yeah. It still hurts though.

Denise

Hmm! Now finally it says 'What can be done to avoid this accident again?'

Anna

Get rid of the mice… I mean rats?

Denise

No. Store things away properly and keep the office tidy, eh Tom?

Tom

Yeah, I suppose so… but I was only trying to catch that mouse.

Denise

I know, very heroic. I'm starting to see what Anna sees in you, you know.

Tom

Oh no, Anna, our dinner date!

Narrator

So, it's been an eventful day in the office. Anna has done the proper thing by completing an accident report form. If you have to report an accident at work, here are some of the questions you might be asked:

How did the accident happen?

What was the cause of the accident?

Were there any injuries? And:

How could the accident have been avoided?

Narrator

So luckily for Anna she might get out of that date with Tom!

Anna

Hey Tom, don't look so glum. I'm up for dinner if you still are?

Tom

Ouch… really?

Anna

Sure Tom, and as you've only got one arm now, you won't be hugging me all the time.

Denise

You'll have to spoon feed him his food too!

Tom

Denise, could you go and call pest control please?

Narrator

Careful what you say Denise, or you may get injured too! So it looks Anna and Tom's dinner date is on – I can't wait to be a fly-on-the-wall! See you again soon. Bye!

42 The dinner date

Waiter

Would you like to see the menu?

Tom

Oh yes please.

Waiter

I was asking the lady actually.

Tom

Oh, right.

Narrator

Hello again. Anna and Tom are finally on their dinner date at a pizza restaurant. Eating could be difficult for Tom because he's sprained his arm after that accident in the office. He might still have romance on his mind but Anna is thinking about something else. Are you feeling nervous Anna?

Anna

Nervous? Why?

Narrator

Being out on your own with Tom. What are you going to talk about?

Anna

Don't worry. I can handle this, besides I want Tom's ideas about developing a new plastic vegetable.

Narrator

A plastic vegetable! Oh right. Well, good luck.

Tom

So, this is nice. Finally, us together, on our own, me and you, pizza, red wine… expensive red wine, actually.

Anna

Lovely, Tom. You know Tom, Paul wants me to develop a new idea – plastic vegetables – I thought, maybe, you might like to help me?

Tom

Come on Anna, we're not here to talk business. Tell me about you – the real Anna. Have you had many… err, many boyfriends before?

Anna

That's a bit personal. What do you think about plastic peas?

Tom

Err? Can you not switch off from work for one minute?

Anna

Tom. I think you and me are very similar – we're a good team. If we could come up with a great idea for Paul then who knows… we may get to travel the world selling it together?

Tom

Oh, I see. I hadn't thought of it like that. Right well…

Waiter

Your pizzas… madam… sir.

Anna

Thanks. Tom, I think you'll need some help cutting that.

Tom

Thanks. Mmm, you smell nice… or is that the pizza?

Anna

I've got it!

Tom

What?

Anna

Plastic aubergines!

Tom

Plastic aubergines?

Anna

Yes. Plastic aubergines. They would look great on this table – a sort of decoration.

Tom

Yeah! And you could put sauces inside… or salt and pepper. You could be on to something here.

Anna

We need to put a proposal together, to give it to Paul. But what should we say?

Narrator

Anna, your proposal needs to be brief but clear. Use positive language to propose your idea to Paul. Use words like 'exceptional', 'fantastic', 'quality', and talk about how it would benefit the business by using words like 'profit', 'efficiency', and 'value for money'. Good luck!

Tom

Are you OK Anna?

Anna

Yes. Just writing some things down.

Tom

OK, well write down how we could target restaurants and cafes. They'll be begging for our vegetables. Oh this is so exciting… let's drink to our… succ… Oh!

Anna

Tom! What have you done? You've knocked red wine all over me… and my notebook.

Tom

Ermm, sorry. We had better get you out of that dress.

Narrator

Hmm, what a mess and what a date! But what may be lacking in romance is made up for in a potentially successful business deal. Let's find out how it's going much much later at Tom's flat…

Anna

…this exceptional product has fantastic potential…

Tom

Say 'demand for this plastic aubergine will reach melting point!' My little joke.

Anna

…by making the production more efficient, our customers will get value for money and our profits will increase. There, done.

Tom

Great. We can pitch this to Paul first thing on Monday morning. So now, maybe we can get back to our date? Look I saved some of that pizza.

Anna

It's all cold! Anyway, I had better go. It's late and I want to tidy up this proposal. But it's been great. I can't wait till next time.

Tom

Bbbut…Next time?

Narrator

Well, that went well! The pizza may be cold but Anna and Tom have developed a red hot proposal. Here's a reminder of some of the words you might want to use to make your business proposal stand out…

Exceptional!

Fantastic!

Quality.

Profit.

Efficiency.

Value for money.

Narrator

So with the proposal written, Tom and Anna just need to convince Paul – and that means pitching their idea. Find out how they get on next time. Bye for now.

43 Doing your homework

Narrator

Hello again. Last time on English at Work, we heard Anna leaving Tom crying into his cold pizza. He may not have had the evening he was expecting, but for Anna it was a huge success. She came up with an idea for a new plastic vegetable and now she needs to pitch it to Paul, the boss.

Denise

… so I think I'll go for the blue, Marge, it matches my eyes… well almost…

Anna

Morning Denise!

Denise

Oh, hello Anna …yes, Anna, bright girl, what she sees in Tom I'll never know… what?!... ha, ha, I'm sure you would…

Anna

Oh hi Tom. You're in early.

Tom

Uh? Oh yeah, couldn't sleep after you'd left.

Anna

Tom, it was a fantastic night – unforgettable in fact. Thanks so much.

Denise

Did you hear that Marge? She said it was 'unforgettable'! Looks like they're getting very serious…

Narrator

You're such a gossip, Denise. The only thing Anna is serious about is her new idea. How's it going Anna?

Anna

I'm really excited about launching a new product, although Tom doesn't seem so keen.

Narrator

Don't worry about him. You need to concentrate on convincing Paul that your new idea will bring in the business.

Anna

But how?

Narrator

You need to pitch the idea to him but before that, you need to do some research.

Anna

Yes, of course – research – but how do I do that?

Narrator

Check out the competition, work out some costs and find out what new product people would really like to see. Why not do a customer survey?!

Anna

A customer survey. Right. But what should I ask?

Narrator

Say: 'Could I ask for your opinion on a new product we are hoping to develop?' 'What plastic products do you currently use?', 'What products would you like us to make in the future?', 'How do you feel about the idea of selling plastic vegetables?', 'Any particular vegetable you would like to see?'

Anna

OK, so it's like a questionnaire. I need to do some cold calling again!

Narrator

Good luck!

Anna

I think I'm going to need some help with this. Tom, Denise, have you got time to help me… please?

Denise

Of course Anna.

Tom

Yeah, well it's a bit tricky with my… ouch… sprained arm. But go on. As it's you.

Anna

Thanks. We need to call up some companies and find out how interested they would be in buying plastic vegetables.

Denise

Oh lovely. I love talking to people on the phone.

Tom

You certainly do Denise!

Anna

Good Denise. If you work your way through our business directory, call our existing customers and ask these questions.

Denise

I'll get onto it straight away.

Anna

Great, and Tom, could you help me by cold calling some new businesses?

Tom

Oh yeah sure. I've got loads of contacts.

Anna

I suppose I had better make some calls too. Hmm, let's try this one. 7-4-3-9-1-0-0

Man

Hello. Plastic Purr-fection. Can I help you?

Anna

Oh hi. I'm Anna from Tip Top Trading, we make and sell plastic fruits. I'm trying some to get some opinions on a new product we're trying to develop. Can you spare a few minutes to help me?

Man

Well I'm quite busy at the moment but I'll try and help.

Anna

Thank you. I'll be as quick as I can. Firstly, what plastic products do you use at the moment?

Man

All sorts – plastic balls, plastic fish, plastic mice…

Anna

Plastic mice?! Oh, I see. And… errr… what sort of things would you like us to sell… in the future?

Man

Let's think… erm … more squeaky toys.

Anna

Squeaky toys?! What about plastic vegetables?

Man

Do they squeak?

Anna

Err, not really. I think there might be some confusion here. Do you use plastic fruits in restaurants and shops?

Man

No. We just sell plastic toys… for cats, hence the name 'plastic purr-fection'.

Anna

Oh I see, ha, ha. A good name, but, I'm sorry you're not really the business I was looking for. Thanks for your time anyway. Bye.

Man

Bye. Get down Tiddles!

Narrator

Uh-oh Anna. It's a good idea to check exactly what type of business you are calling before carrying out your survey. Better luck next time! If you're doing some research and want to get the opinions of your customers, here's a reminder of the questions you could ask:

Could I ask for your opinion on a new product we are hoping to develop?

What plastic products do you currently use?

What products would you like to see us sell in the future?

How do you feel about the idea of selling plastic vegetables?

Any particular vegetable you would like to see?

Narrator

Let's find out how the team is getting on.

Denise

That was fun. I called 10 companies, asked them your questions – one man asked me out for dinner – anyway, I've created a database and put all the information there.

Tom

Well I've called 20 companies and they all say plastic vegetables would be a great addition to their range… especially aubergines!

Anna

Great. Well, I had some success too so I'll put all the results in that database. Thanks everyone. Oh no… what's happened? Denise! Denise! Everything's disappeared off the computer!

Tom

Hey, my computer's gone blank. We've lost all our documents!

Narrator

Oh no a computer crash! Has Tip Top Trading lost all its valuable information? Find out next time in English at Work. Bye!

44 Computer crisis

Anna

It's frozen. Nothing will work…

Tom

Yeah and all my football scores… I mean company accounts… have disappeared.

Paul

Can anyone get their computers to work? Or is just me?

Narrator

Welcome back to the offices of Tip Top Trading where, as you can hear, there appears to be a bit of computer trouble. Everyone's work seems to have disappeared. This is serious so who can sort it out?

Denise

Leave it to me. I'll sort it out. You just need to switch it off… and on again … like that.

Anna

Hold on, let's check… Denise! All my documents have gone now!

Denise

Oh, sorry, I was just trying to help. You'll just have to call I.T. Support, look, here’s their number.

Anna

'It' Support?

Narrator

No Anna not 'it' but I.T. Support – information technology – sometimes called Computer Support. Most big companies have them. These are the people who sort out your computer problems and get everything working again. But be careful, they might ask some tricky questions.

Anna

OK, thanks. But what should I say to them?

Narrator

Tell them: "I am having problems with my computer", then say "the screen keeps freezing" and "I seem to have lost some documents". Tell them "I have turned the computer off and on but that hasn't fixed it". Finally, ask if they can help – please!

Anna

Well, I'll give it a try. Here goes.

I.T. Man

I.T., Dave speaking, how can I help?

Anna

Oh hello Dave – I'm having some computer problems – in fact everyone is here.

I.T. Man Right. What system are you using?

Anna

What system?

I.T. Man Yeah, what are you using? PC, laptop, Windows XP?

Denise

Tell him it's Windows 7.

Anna

Erm… it's Windows 7 on a PC.

I.T. Man Good, good, this should be easy. Were you using many applications when it crashed?

Anna

Applications?

I.T. Man Did you have lots of things open – documents, spreadsheets, videos, other software?

Anna

Well, I suppose I did.

I.T. Man Right, well… Anna isn't it?

Anna

Yes.

I.T. Man Right, well Anna, try pressing control, alt, delete, at the same time – after that try opening Windows again.

Anna

OK. Tom, could you open the windows please.

Tom

What eh? The windows?!

Anna

Yes. Dave says so.

I.T. Man No, no, no. Open Windows 7 on your computer.

Anna

Oh, silly me! No, the screen just freezes. I'm a bit worried because I think I've lost some documents.

I.T. Man Hmmm. In that case the only thing to do is reboot it.

Anna

Reboot it?You mean kick it?!

Denise

No! Reboot means turn it on and off again.

Anna

Oh I see. No Dave, I have already tried turning it off and on again but that hasn't fixed it. What am I going to do?

I.T. Man Don't panic! I'll come and have a look. You're on the 2nd floor right?

Narrator

Oh dear. This is a bit worrying but I'm sure Dave, the IT man, will get things sorted. Remember if you have important documents, it's best to back them up on a memory stick just in case you have a problem like this. Let's remind ourselves of the phrases we might use if we have to call computer support:

I am having problems with my computer

The screen keeps freezing

I seem to have lost some documents

I have turned the computer off and on but that hasn't fixed it

Can you help, please?

I.T. Man Oh hi. Is Anna here?

Denise

She's over there.

Tom

So Anna, I'm just going to unplug the screen and put the wire back in here…

Anna

OK Tom but are you OK down there? Mind your head.

I.T. Man Excuse me, are you Anna? I've come to fix your computer.

Anna

Oh, hello… you must be… Dave. I really like your hair.

Tom

Ow!

I.T. Man Thanks. You look rather lovely. I'd better take a look at your computer.

Tom

Don't worry guys, it’s OK, I think I've fixed it!

Narrator

Looks like Tom has a rival. Is Anna going to fall for the charms of Dave, the I.T. man, or is he just going to upgrade her software? This could get very interesting – but there's still work to be done – so join us again soon for English at Work. Bye.

45 The plastic aubergine

Narrator

Hello and welcome to English at Work. The company's computer system has been fixed and Anna seems to have found a new friend in Dave, the IT support man. But her main concern now is pitching her new idea for a plastic aubergine, to Paul the boss.

Tom

So Anna, that guy didn't really know what he was doing did he?

Anna

You mean Dave?

Tom

Dave – was that his name? He had a really bad smell.

Anna

No he didn't. He's done a great job. Look everything is working so, if you don't mind, I think we should get this pitch for Paul finished.

Denise

You'd better hurry up. Paul's taking the afternoon off to go to his biscuit lovers’ convention.

Tom

Oh right. Well, we might as well leave it until tomorrow then Anna.

Anna

No Tom. There’s no time like the present – I heard someone say that once – we've got to get our idea to Paul as soon as possible. Then we might have time for a drink, or shall I ask Dave?!

Tom

No, no, you're right. Look, I'll design some pictures of the aubergine and you get the results of our survey together, yeah?

Anna

Great.

Narrator

Well done Anna. Remember to make your pitch clear and exciting. Really sell it with words like 'exceptional!', 'fantastic!', 'quality', 'profit', 'efficiency', and 'value for money'.

Anna

OK, I've got all that. I'm just adding some of the facts and figures from our customer survey.

Tom

Anna, I've got the designs, they're coming off the printer now.

Paul

Denise, I’m off now. Can’t wait any longer for my garibaldis!

Anna

Wait Paul! I need to tell you about our new product idea.

Paul

Well, I, I, have to go. Can you tell me about it in the lift?

Anna

In the lift? Do I have to?

Paul

Sorry Anna, but that's the only time I’ve got.

Narrator

Right Anna. It's time for your 'elevator pitch' – an elevator is an American word for lift. You’ll need to pitch your idea quickly and concisely. You need to tell Paul what the product is and who your market is. Then talk about how you hope it will make money for the company. Talk about the evidence you have that it will be successful and convince him it will really benefit the business.

Anna

Phew, there's a lot to say in a short time but here goes.

Paul

Anna, could you just press the 0 button there, thanks.

Anna

Now Paul. Tom and I have come up with a new exciting product – the plastic aubergine.

Paul

Oh yes?

Anna

Yes. This fantastic product will be a great addition to table decorations in the café and restaurant market.

Paul

Will it now? Do you really think it will be a profitable addition to our plastic portfolio?

Anna

Oh yes. Using the same plastics as our fruits, we can easily re-mould our bananas and change the colour. We can increase efficiency but maintain quality.

Paul

And profits?

Anna

By my calculations, we can increase profits by 20%. That's based on selling the same quantity that we now sell of Imperial Lemons.

Paul

Hmm, 20%, really? But do you know who’s going to buy this product?

Anna

I do. We've conducted a survey and already found 10 new companies who would buy this and 27 existing customers who have shown an interest in it…

Anna

…and I'm confident this new product will be a huge success.

Paul

Very impressive. You've certainly done your homework. Look, let me chew it over – probably on a custard cream – and I'll get back to you.

Anna

Thanks. Paul, Paul… you've forgotten your bag.

Paul

Oh yes, I'll need that. Thanks.

Narrator

Great work Anna! You convinced me but have you convinced Paul?

So Anna's done her first 'elevator pitch' and kept to the facts. Here's a reminder of some of the things she said:

We've come up with an exciting new product.

This fantastic product will be a great addition to table decorations in the café and restaurant market.

We can increase efficiency but maintain quality.

By my calculations, we can increase profits by 20%.

I'm confident this new product will be a huge success.

Tom

So, how did it go Anna?

Anna

I'm not sure. I told Paul as much as I could and I think he listened.

Tom

Good, good. So, what are you doing now?

Anna

I've got to meet someone.

Tom

Anyone I know?

Anna

No, not really.

Tom

It's Dave from IT isn't it? What does she see in him?

Narrator

Do you want me to answer that Tom?! Anna may have fallen for the charms of Dave but let's hope she keeps her mind on her plastic aubergines. Join us again next time on English at Work.

46 Acting up

Narrator

Welcome back to English at Work. Last time we heard Anna pitching her new plastic aubergine idea to Paul, in a lift. He was on his way to a biscuit-lovers' convention and didn't have much time. She gave the perfect elevator pitch but it's down to Paul to give her idea the go ahead – the problem is, he seems to have gone missing.

Tom

Denise, isn't Paul supposed to be here today?

Denise

Yes. He went to that biscuit-lovers' convention yesterday but he said he'd be back today.

Tom

Maybe he's eloped with a pack of custard creams, eh?!

Denise

Very funny Tom. I'll give him a call now …oh, that might be him now. Hello, Tip Top Trading… oh hello Paul, everything OK? ...oh no! ...oh no!

Tom

What Denise?

Denise

He choked on a biscuit at the convention and he's in hospital. (To Paul) Yes Paul, that was Tom… you want to speak to Anna? I'll just get her… get better soon Paul. (To Anna) Anna, Anna, it's Paul on the phone, he wants to speak to you – sounds important.

Anna

Me? Oh right, can you transfer the call please? Hello Paul, are you OK?

Paul

Not really. Damn Garibaldi biscuit got wedged in my throat, ended up banging my head on a table trying to get it out.

Anna

Oh dear, so you're not coming to work today?

Paul

I'm afraid not, I need to rest for a few days so I was wondering, in fact I'm asking you, could you act up?

Anna

I've told you before Paul, I can't act… or even sing.

Paul

No, no Anna. Act up, I mean do my job for a bit – be the boss – just for a day or two.

Anna

Me?! Be the boss?!

Tom/Denise What?!

Paul

It's quite easy really. Just check my diary and you'll see what needs doing. And if you have any problems just… erm… just ask Denise. Thanks Anna.

Narrator

That's great Anna. You've got all the skills to do Paul's job – maybe even more! But you need to take charge and show who's boss!

Anna

Oh right. But what should I say?

Narrator

Well, don't be too bossy, but you could say: "If anyone has any issues about their work please come and speak to me", or, "I would like to have a meeting to discuss our work", or, "If there's anything you want to ask, my door is always open". That makes you sound like a very approachable boss! Good luck.

Anna

Thanks. Right everyone, as you know Paul has put me in charge for a while.

Tom

I'm not being funny Anna, but why you? I mean, I've been here the longest.

Anna

Tom, if you have any issues about your work, please come and speak to me.

Tom

Oh right… I will then.

Denise

Erm… Anna… congratulations on your promotion. I just wondered, now you're in charge, could I do a little less admin and a bit more selling?

Anna

Let's see Denise. I'd like to have a meeting soon to discuss all our work, so we can talk about it then. OK?

Denise

Oh yes, thanks Anna.

Anna

Right then. It's business as usual and if there's anything you want to ask, my door is always open. Right, back to work… and Tom, could I have a word in my office now please?

Narrator

Excellent work Anna. You're sounding like the boss already – just don't start eating biscuits! Being in charge means being firm but fair and keeping your cool. Here's a reminder of some of the phrases Anna used:

If anyone has any issues about their work please come and speak to me.

I would like to have a meeting to discuss our work.

If there is anything you want to ask, my door is always open.

Anna

Take a seat Tom. Could you please close the door?

Tom

I thought "your door was always open"?

Anna

Not this time. I need to speak to you about this message in Paul's diary.

Tom

Oh, right, I see. You need my help? What does it say?

Anna

It's for two days' time and it says, Socrates, IPC, final.

Tom

Oh no, that doesn't sound good.

Narrator

Oh dear, what could that mean? Could there be trouble ahead? Join us again soon to find out. Bye.

47 Talking sense

Narrator

Welcome back to English at Work. Anna is acting up as boss because Paul had an accident with a biscuit! But her and Tom are in a panic after finding a note in Paul's diary that said 'Socrates, IPC, final'. Could it mean bad news for Tip Top Trading? Let’s find out.

Tom

It's very odd and it can't be good. But Socrates must mean Mr Socrates.

Anna

Yes – but IPC? What's that mean?

Tom

Yeah and final sounds very… final. Hmm… I've got it! IPC – it must be code for imminent post closures – they're going to sack us all!

Anna

Sshh. Keep your voice down. Don't tell everyone. Let's check things out first, don't say anything yet. OK?

Tom

OK. Mum's the word.

Anna

Your mum knows?!

Tom

No, no, no, it's our little secret. See you later.

Denise

Everything OK Tom?

Tom

Oh yeah, everything's cool. Actually Denise, it's not. I think we're all going to be sacked tomorrow by Mr Socrates.

Denise

What?! No! I've got a hairdresser's appointment on Saturday, how am I going to pay for it now? What am I going to do? I know, I'll call Marge.

Tom

Hey Brian, Pete… we're all going to be sacked tomorrow.

Narrator

Erm… Anna, you've got a problem brewing.

Anna

What?

Narrator

Tom's spreading rumours about job cuts. Everyone's starting to panic.

Anna

Oh no! I'd better do something but what shall I say?

Narrator

Call a meeting quickly. Tell the team 'there are some rumours going around that are not true'. Say, 'I am trying to establish the facts and I will let you know as soon as I have some information'. You could say 'I would be grateful if you hear any rumours, not to pass them on'. This can be a tricky situation and you need to handle it well. Good luck!

Anna

Gosh. This is hard but here goes. Excuse me, could everyone gather round please.

Denise

Is this about the sackings?

Anna

No Denise. Any rumours about sackings are not true.

Tom

Yeah that's right. Who told you that Denise?

Denise

Hmmm…

Anna

Please don't listen to rumours. I am trying to establish the facts and if I get any information I will let you know straight away.

Denise

But I heard Mr Socrates is coming tomorrow, surely he’s going to sack us.

Anna

Ignore the rumours and please don't pass them on.

Narrator

Anna. Tell them to carry on with their work as normal.

Anna

Right, yes. Could you please just carry on with your work as normal. Thank you.

Tom

So Anna, how are you going to find out the facts?

Anna

I'm going to have to call Paul – in private Tom – I don't want any more rumours getting out.

Tom

Oh yeah, absolutely. You need to establish the facts right?

Paul

Hello, Paul speaking.

Anna

Oh hi Paul. It's Anna. Sorry to bother you. Are you feeling better?

Paul

Much better thanks but keeping clear of biscuits for a while! Anyway, is everything OK?

Anna

Not exactly. There are rumours spreading about job cuts. Tom saw a note in your diary for tomorrow that said 'Socrates, IPC'.

Paul

Hmm. Really? Oh yes. I mean, oh no! It's not job cuts – it's IPC - the International Plastics Conference tomorrow! And Mr Socrates is flying in for it. Oh golly gosh, I'd forgotten about that.

Anna

I see. And why did you right final?

Paul

Because there's an award being given for the Best Plastic Innovation – and we're in the final with our Imperial Lemon. It was a reminder to me to write an acceptance speech. Oh golly gosh, I haven't written a thing.

Anna

Oh dear. What are we going to do?

Narrator

What are you going to do indeed? But thank goodness those rumours of job cuts are not true. Tomorrow could actually be a good day for Tip Top Trading. Here's a reminder of the phrases Anna used to try and control the spread of some office rumours:

There are some rumours going around that are not true.

Please don't listen to rumours.

I am trying to establish the facts and if I get any information I will let you know straight away.

Ignore the rumours and please don’t pass them on.

Please just carry on with your work as normal. Thank you.

Narrator

Tomorrow is going to be an important day at the International Plastics Conference. Mr Socrates will be there and Tip Top Trading could pick up a prestigious prize but who’s going to write the acceptance speech?

Paul

OK Anna, this calls for some urgent action. I want you and Tom to meet me at the Princess Diana Conference Centre tomorrow at 9.00.

Anna

Right. And what about the speech?

Paul

Well, I've got quite a lot on my plate so I was wondering if you could give it a go… please?

Anna

Me?! I've never done it before. What am I going to say?!

Narrator

Don't worry Anna. We’re here to help. Join us again soon for some more English at Work. Bye!

48 Face-to-face

Narrator

Welcome back to English at Work. It's the big day of the International Plastics Conference and a good opportunity for the staff at Tip Top Trading to promote its business. But hold on, who's this? It's Mr Socrates, the big boss from America.

Mr Socrates Hey, you guys, where have you been?

Paul

Ah, Mr Socrates… nice to see you again. I'd heard you were in town.

Anna/Tom Hello Mr Socrates.

Mr Socrates I've been looking for you everywhere. I need to catch up with you and see how business is going.

Paul

Oh very, very well. We're selling Imperial Lemons to France and Anna is developing plastic vegetables.

Mr Socrates Ah Anna! My favourite girl. Still doing a good job?

Anna

I'm doing my best.

Paul

In fact she's been doing my job for a few days… had a bit of a biscuit accident…

Mr Socrates Yeah, well that's not hard for you, Paul. Listen, listen I need to talk you - shouldn't the others be doing some networking now?

Paul

Of course, that's why we’re here. Right, Tom, I need you to catch up with some of our existing customers – do some schmoozing – and Anna, could you talk to some potential new customers? I need to speak to Mr Socrates.

Anna

Right. Erm, networking… what exactly am I supposed to do?

Narrator

Networking is about helping your business through connecting with other people in the industry. It involves meeting people and talking to them, sharing information, hopefully helping each other and ultimately, getting new business.

Anna

So I have to talk to strangers?

Narrator

Well, yes. Introduce yourself, say who you work for. Ask them about their business and what they do. Then explain a bit about what you do and who uses your products. If it's appropriate, say that you may be able to help them. Then see if they would consider buying from you. Just be chatty and friendly.

Anna

Thanks. I'll give it a try. Excuse me, hello, I'm Anna. I work as a Sales Executive at Tip Top Trading… and you are?

Woman

Jane. Jane from Nice'n'Cheesy. It's very busy here today isn't it?

Anna

It is. It's my first time here but it's very exciting. I really didn't know what to wear.

Narrator

Anna! That's chatty and friendly, but let's get down to business.

Anna

Oh yes, of course. So can you tell me about your company, Nice'n'Cheesy?

Woman

Well, we sell cheese to London's top cheese shops - we like to say we're a wedge above the rest – a wedge of cheese, get it?!

Anna

Err, right. Well, can I briefly tell you about what our company does? Our company – Tip Top Trading – makes plastic fruit mainly for the catering and food industry. We're up for an award today for one of our designs.

Woman

Smashing. That's quite interesting actually. We have an issue with the fresh grapes we provide with our cheeses – they keep going mouldy.

Anna

Oh dear.

Woman

Yes – sour grapes you could say! A good quality plastic grape would be useful to put with our cheese displays.

Anna

Well, I think we might be able to help you.

Narrator

Yes you can! This is the time to exchange contact details – give her your business card.

Anna

Well, if I could have your contact details I'll send you one of our brochures and then give you a call about prices. And here's my business card should you want to call me.

Woman

That's fantastic. So nice to have met you – and I think what you're wearing for the conference is perfect.

Anna

Thanks!

Narrator

Bingo! Looks like Anna has a potential new customer. She was friendly and chatty but kept her mind on business. She used phrases like these:

Excuse me, hello, I'm Anna. I work as a Sales Executive at Tip Top Trading.

Can you tell me about your company?

Can I briefly tell you about what our company does?

I think we might be able to help you.

Here's my business card should you want to call.

Narrator

So, some good work by Anna but there's more networking to be done. A conference is a good place for networking and for catching up with your boss, too. Let's find out how Paul is getting on with Mr Socrates.

Mr Socrates It's a tough economic climate Paul. We're already cutting out cookies in management meetings.

Paul

Oh, gosh.

Mr Socrates And now we're cutting staff. We've already lost Rachel – my favourite Sales Executive.

Paul

Ah yes, well, she was stealing the pens.

Mr Socrates Pens can be replaced but not people like her.

Paul

Well…

Mr Socrates But now it's time to reduce your team Paul – share the pain.

Paul

Are you sure?

Mr Socrates Absolutely. By my calculations you need to be rid of one member of staff.

Paul

Oh… well let's not tell the team until we've had the awards ceremony.

Mr Socrates OK Paul. But it's in your hands to sort this out.

Paul

Crumbs!

Narrator

Ah yes, Tip Top Trading could be about to win a prestigious award but how will this bad news go down with the team? And what is Paul going to do? Find out next time on English at Work.

49 Award-winning!

Narrator

Welcome back to English at Work. Paul, Anna and Tom are at an important International Plastics Conference. It’s been a busy day of networking but the big boss from America, Mr Socrates, has told Paul some bad news. Before he tells the team, there is an important award to be won – the Plastic Innovation of the Year award. Will Tip Top Trading win it?

I hope you've written your acceptance speech Anna.

Anna

Yes, I'm just doing it now.

Narrator

You've left it a bit late.

Anna

I've been so busy and now I'm really struggling. I don't know what to write.

Narrator

Well, don't forget to say "On behalf of everyone at Tip Top Trading, thank you for our award". Or, you could say "our company is at the forefront of plastic innovation". Tell the audience "this award is a real boost for everyone working at the company". Say that and you'll be fine.

Anna

…working at the company. Good, got it. Thanks. Oh hi Tom, how have you got on?

Tom

Great great. I've been hanging out with some of our clients – keeping them sweet, you know what I mean?

Anna

Err, I don't actually know. But I've had some success. Oh, here comes Paul. Hi Paul.

Paul

Oh hello. Having a good day?

Anna

Yes, we're just talking about our success – let's hope we win that Plastic Innovation of the Year award, eh?

Paul

Oh yes... let's hope so. Although that means I've got to read out that speech you wrote for me. Public speaking is not really one of my things.

Host

Ladies and gentlemen, please take your seats for our special award ceremony.

Anna

OK, here's your speech Paul.

Tom

We've got to win first.

Anna

Shhh shhh. Listen!

Host

Thank you everyone for attending this year's conference. As you know, the highlight of the day is announcing the winner of our Plastic Innovation Award. So, without further ado, let's find out who this year's winner is. It is… Tip Top Trading for their Imperial Lemon.

Tom

Hey, that's us. We've actually won!

Paul

Oh crumbs. I suppose I'd better do my speech now.

Tom

Yeah… go on Paul you can do it!

Paul

OK, right. Whooah… ouch.

Anna

Oh no. Paul's tripped over that chair.

Host

Is there anyone from Tip Top Trading here?

Tom

Anna, you'll have to do the speech – you did write it after all.

Anna

What me?! I can't.

Tom

Go on. You'll be fine and besides I'm no good at public speaking.

Narrator

Yes you can do it Anna! Just start by saying 'ladies and gentlemen'.

Anna

Oh, if I have to. Erm… ladies and gentlemen. On behalf of everyone at Tip Top Trading, thank you for our award… our company is at the forefront of plastic innovation.

Tom

Yeah!

Anna

Erm… thanks Tom. This award is a real boost for everyone working at the company. We pride ourselves on innovation, quality and err… plastic fruit. And coming soon, we'll be launching a new plastic aubergine.

Paul

Ow, my big toe!

Anna

So thank you everyone, this really means a lot to us.

Tom

Brilliant Anna.

Paul

Yes splendid. Well done Anna.

Narrator

Well done indeed. Anna saved the day again by making that speech. She sounded confident and genuinely happy about getting the award. Here's a reminder of some of things she said:

Ladies and gentlemen, on behalf of everyone at Tip Top Trading, thank you for our award.

Our company is at the forefront of plastic innovation.

This award is a real boost for everyone working at the company.

This award really means a lot to us.

Anna

Are you OK now Paul?

Paul

Yes, sorry, that was rather unfortunate and a bit embarrassing too, but… hold on… what's happening now?

Host

Ladies and gentlemen, before you go, we have one more award to present.

Everyone

Oooh!

Host

We have a special award. 'Employee of the Year'. This recognises someone’s achievements and contribution to the plastics industry.

Tom

At last, I've been recognised.

Host

Please welcome Brad Socrates from Tip Top Trading International to award the prize.

Mr Socrates

Out the way. Where's the Goddamn envelope? OK, right, and the award goes to… Anna from Tip Top Trading.

Anna

Me? Bbbut I…

Paul

Go on Anna. You deserve it. Go and make another speech!

Anna

Thank you everyone – this is amazing.

Mr Socrates

This girl is amazing. In just one year she has risen from an apprentice to a champion. It's great to have her on board. I think we should talk about your salary later hey?

Narrator

Can things get any better for Anna? I think they can. Join us again soon for more English at Work. Bye.

50 Reality bites

Denise

Morning everyone. How did you get on at the conference?

Tom

Oh hi Denise. Yeah it was… it was OK.

Anna

What do you mean 'OK'? It was great. We made some new contacts and we won an award – Best Plastic Innovation of the Year, for our Imperial Lemon.

Denise

Oh that's wonderful. Wish I'd been there.

Tom

Maybe next year eh?

Narrator

Maybe?Welcome back to the offices of Tip Top Trading where everyone is catching up on yesterday's good news. But today it's bad news that everyone is going to hear following Paul’s chat with the big boss, Mr Socrates. But how bad is it? Let's find out.

Paul

Morning everyone.

Anna

Hi Paul. Everything OK?

Paul

Yes, fine. Well done for winning Employee of the Year – I hope you can continue to be a great employee. Excuse me.

Denise

Hmm, he sounded odd. What did he mean?

Tom

Probably run out of biscuits!

Anna

He's obviously got something on his mind.

Paul

Denise, could I have a word with you in my office please?

Denise

Of course. I'll bring my notepad and pen shall I?

Tom

What's that all about? Anyway, now we're alone, I wanted to see what you're doing tonight… are you free?

Anna

Sorry Tom, I'm seeing Dave tonight. He's offered to fix something on my computer at home.

Tom

Oh, has he now?

Denise

All the years I've worked here – why me? Why now?

Anna

Denise, what's up?

Denise

Paul says he needs to move the furniture around and he has to let me go. He says he can't afford me anymore.

Anna

That's terrible… but where's he letting you go to? And what furniture is he moving?

Narrator

No Anna! If someone says they are 'moving the furniture' they really mean they are restructuring or changing the business. And if they say 'they have to let you go', it means they are sacking you or in other words, ending your job.

Anna

Sacking you? Oh, that is serious. Denise, I'm really sorry to hear this. But why does Paul want to 'move the furniture' around?

Denise

He says it's because of the tough economic situation. My role is no longer needed

Tom

Hey, that's not true. You make a great cup of tea Denise. I've got a good mind to smash Paul's bourbons into tiny crumbs. Grrr.

Anna

Calm down Tom. Now Denise, when did Paul say you had to go?

Denise

He's given me seven days' notice.

Narrator

A 'notice period' is an amount of time an employer must give an employee if they plan to terminate their employment.

Denise

I never thought I would be facing redundancy… not now… not at my age.

Anna

Redundancy?

Narrator

Yes, if someone says 'they are facing redundancy', it’s another way of saying they are losing their job. Hmm, I think Denise needs a shoulder to cry on.

Anna

Yes. Denise, do you want my shoulder to cry on?

Denise

Oh thanks.

Tom

Urgh! Erm… Denise, I've just made some tea would you like a cup?

Denise

Oh yes please.

Tom

Here you go. You know Denise, you've got to think positively. You'll get another job… and let's face it you didn't like working here anyway… you always looked so miserable.

Narrator

I don't think Tom's attempts to cheer Denise up are going to work! Losing your job can be a traumatic experience. It can come as a surprise and a shock. Let's hear the phrases Paul used to break the news to Denise:

We've got to move the furniture around.

I'm afraid I've got to let you go.

I'm giving you seven days' notice.

Narrator

And here are some other expressions you may hear in connection with losing your job:

Facing redundancy

Getting the sack

Terminating your employment

Leaving the company

Denise

Right, well, I might as well start clearing out my desk.

Tom

Yeah it's a real shame. Any chance I could have your stapler?

Anna

Tom, you could be a bit more sympathetic.

Tom

Oh right.

Paul

Tom, Anna. Could I have a word in my office please?

Tom

Oh no. This is it. It's my turn to get the chop!

Denise

Ha, You might not need my stapler after all!

Narrator

Crikey! Things aren't looking good at Tip Top Trading. Are Tom and Anna getting the chop… I mean, the sack? Join us again next time on English at Work.

51 Taking shape

Narrator

Hello again and welcome to English at Work. It's another day at Tip Top Trading and hopefully a happier one, following Denise's bad news about her job. I wonder if Tom and Anna are about to get the same bad news?

Paul

It's really awful having to let a member of your staff go but that's the situation we're in, I'm afraid.

Tom

And now you're going to let us go aren't you? Honestly Paul, I've given my life to this company and, quite frankly, I'm disappointed… no, I'm angry at your decision. See your biscuits? Well…

Anna

Tom!

Tom

That's what I think of Tip Top Trading…

Paul

What?! Hold on Tom. I think you're a bit confused. I'm not sacking you too. I need to talk to you about plastic vegetables… you know, the aubergine idea?

Tom

Oh… I see. You're not sacking us? Sorry Paul… I'll buy you some more biscuits. So what was it that you had to say?

Paul

Plastic vegetables. Yours and Anna's idea for a plastic aubergine. I like it. It's good. So, I need you to develop a prototype we can use to show our potential clients.

Anna

Well that's great. So where do we get the prototype made?

Paul

Upstairs, on the 4th floor. We have a great development team who can magic up some amazing designs.

Anna

They're magicians?

Tom

No Anna. They're just developers who make things out of plastic.

Paul

Thank you Tom. Look, why not go and have a chat to them now and get the ball rolling.

Anna

But we're not making balls.

Tom

Come on Anna… I'll explain. See you Paul.

Narrator

'To get the ball rolling' – he means to get the project moving along. Developers can design and make models of your products which you can show and develop. But you need to give them clear and specific instructions. Let's see how Anna gets on.

Tom

So this is the development team. Oh hi George, you up for footie on Sunday? Great. Have you met Anna before?

Anna

Hello.

Tom

We've come to talk vegetables.

George

Try the greengrocers!

Tom

Ha ha, very funny! No, we need a plastic aubergine making, mate. It's our new big idea.

George

Easy. We can just remould the design for the Imperial Lemon.

Narrator

Can they Anna? Is that what you wanted? To get what you want, you need to explain exactly your requirements.

Anna

But what shall I say?

Narrator

Tell them exactly what you were thinking by saying 'I have a specific idea in mind' and 'I'm interested in hearing your thoughts on how to improve my ideas' and, 'I'd like to use your design skills to produce a fantastic product'.

Anna

I see. OK, time for me to take control. George… this is quite a special project for us… isn't it Tom?

Tom

Oh yeah, right, absolutely.

Anna

So we want to get it right and I already have a specific idea in mind.

George

Great, sure, tell me more.

Anna

Well, based on a real aubergine, I was hoping it could be 20 centimetres in length, using grade 1 plastic resin, with a black-purple colour and a 30 degree curve on that side. Does that make sense?

George

Erm yeah. Quite clear.

Anna

Obviously you are a designer, so I'm interested in hearing your thoughts on how to improve our idea.

George

Well, it looks very impressive already. Gosh, Tom, where did you get her from?

Anna

He didn't get me from anywhere. Now, I'd like to use your design skills to develop a fantastic product that I can show everyone. OK?

George

Err… yes. I'll get onto it straight away.

Narrator

Excellent Anna. Sometimes it's important to take control and say what you really want but in a positive and encouraging way. These are the phrases that Anna used:

I have a specific idea in mind.

I'm interested in hearing your thoughts on how to improve my ideas.

I'd like to use your design skills to produce a fantastic product.

Narrator

There's one more phrase to use to make sure things go to plan if someone is making something for you. That is 'I need to sign off your designs before they go into production', that means approve the plans before anything I made. Off you go Anna…

Anna

…so when will you have the designs ready then?

George

Hopefully by tomorrow morning. Is that OK?

Anna

That will be great but I will need to sign off your designs before they go into production – that way, there won't be any mistakes – will there?

George

Crikey Tom, she’s a bit bossy.

Tom

No! She's a pussy cat really… a bit of a softy.

Anna

Now come on Tom. Fetch my things, we need to go and sort out a leaving present for Denise.

Tom

Oh yeah right, of course, see you George.

Narrator

Hmm, I think Tom's the pussy cat! Let's hope the designs come out well. But even more important is Denise's last day at work tomorrow – how is everyone going to cope? Find out next time on English at Work. Bye.

52 So long Denise!

Narrator

Hello again. It's a difficult day at the offices of Tip Top Trading. The office assistant Denise is losing her job, and today is her last day. Anna is busy with her work and trying to get everyone to sign Denise's leaving card.

Anna

Paul, have you signed Denise's leaving card yet?

Paul

No, not yet. Have you got a pen? "Sorry to see you go. Best foot forward. Paul." There. I feel a bit guilty, it was me who got rid of her.

Tom

Yeah. Well, you should feel really bad. I can't believe you're getting rid of her.

Anna

Tom, do you want to sign the card?

Tom

Yeah, of course. "You are…were…the best employee we ever had. So sad to see you go. Kiss, kiss, kiss. Tom."

Anna

Gosh. Three kisses! Erm, you haven't given me any money for her leaving present yet, have you?

Tom

Oh sorry, a bit of a cash flow problem… Here, have a pound.

Paul

That's generous!

Paul

Oh crumbs, she's crying again. Anna, could you deal with her? I've got something important to do.

Tom

Oh yeah. Me too.

Anna

Denise, are you OK? Are you upset about leaving?

Denise

Yes. I've loved working here. I've made some good friends… like you Anna… Oh, and being able to make free phone calls has been good. What am I going to do now?

Narrator

Oh dear Anna. It sounds like Denise needs some career advice.

Anna

Career advice?

Narrator

She needs some guidance on what to do next and where to find another job. What would you do in her situation?

Anna

Look in the newspaper, ring my contacts, register with a job agency?

Narrator

Exactly! I'm sure you can give her some good advice. Go on, give it a go!

Anna

OK, I'll try. Cheer up Denise, you need to think positively.

Denise

Do I? I'm unemployed from tomorrow, how am I ever going to find another job?

Anna

Well, have you tried looking in the job section of the newspaper?

Denise

No.

Anna

It's a good place to start. And there are loads of job-finding websites you could sign up for.

Denise

I don't have a computer.

Anna

Well what about ringing some of the people you know; contacts who may know about a job.

Denise

Hmm, I hadn't thought about that.

Anna

And of course, you could register with a recruitment agency. They're good at finding jobs for you.

Denise

Oh, that's a good idea. Anna, you're brilliant! What great ideas… you're so kind and… thoughtful.

Paul

Anna could you… Oh no, she's crying again.

Tom

Oh no, shall we go back into your office Paul?

Anna

No, no. It's OK, Denise is crying with happiness. She's feeling better now.

Paul

Oh well, in that case… shall we all gather round and officially say goodbye to Denise.

Narrator

It's an emotional day for Denise, but Anna has been really useful with her career advice. If a professional career advisor is not available, giving some of your own advice can sometimes be useful. Let's hear again what Anna suggested…

You need to think positively.

Try looking in the job section of the newspaper.

There are loads of job-finding websites you could sign up for.

What about ringing some of the people you know?

You could register with a recruitment agency.

Paul

OK everyone, the time has come to say farewell to Denise. It's with regret we've had to let her go.

Tom

We? You, Paul.

Paul

Thank you for all your hard work and we wish you very well in the future.

Paul

Anna, I think we have a gift for Denise?

Anna

There you go Denise. Careful, it's quite heavy.

Denise

Oh, what a beautiful fruit bowl… and full of plastic fruit!

Tom

I'll get it. Sorry about that everyone. That was a company called Nice'n'Cheesy, they remember you Anna. They liked your sales pitch and want to order a hundred thousand plastic grapes to go with their cheeses!

Paul

What?! Brilliant! Ooops.

Denise

My new fruit bowl!

Narrator

Oh dear. Poor Denise! It looks like she might be leaving the company at just the wrong time. I wonder if she'll be back? You'll have to join us again for the next episode of English at Work. Bye!

53 Help! We need somebody

Tom

Has anyone seen the stapler?

Anna

I can't find any pens.

Tom

Oh, here it is.

Paul

Will someone answer that phone?

Narrator

Hello again and welcome back to English at Work. The offices of Tip Top Trading have become chaotic since Denise left and just at a time when things are getting busy. How is everyone going to cope? Let's find out.

Tom

Hello. Yes? It is. We're very busy at the moment so call back later. Bye.

Anna

That was a bit rude Tom.

Tom

Well we're too busy to be nice.

Narrator

Hmm. Not a good attitude Tom. Even when you are busy at work it's important to be polite on the phone. It could be a potential customer. Anna, I think you're going to have to remind Tom about this.

Anna

Yes, I think so.

Narrator

If things are busy in the office you could say to someone on the phone 'we're a bit busy at the moment, could I take your name and number and we'll call you back'? And, 'when would be a convenient time to call you?' or if the caller wants to speak to someone specific you could say 'could I take a message please and I'll make sure he or she calls you back?'

Anna

That's useful. Oh there goes the phone again.

Paul

Anna, could you get that please? I've got a mouthful of biscuit. Thanks.

Anna

Sure Paul. Hello? Tip Top Trading… yes, that's right… but things are a bit busy at the moment. Could I take your name and number and I'll call you back as soon as I can… oh hold on, has anyone got a pen?

Tom

I think we've run out. Denise usually orders them. Here, use my souvenir pen I bought in Italy, you see it changes colour if you hold it up to the light.

Anna

Thanks. Oh no! There's no paper to write it on.

Tom

Here, write it on my hand.

Anna

OK. Hold still. 7-4-9-0-5-6-8. Thanks for your patience, when is a good time to call you back? … OK… 3 o'clock… I'll call you then. Goodbye.

Tom

Sounds important.

Anna

Possibly. Oh not again! Hello, Tip Top Trading, Anna speaking… I see… Well he doesn't seem to be here at the moment… can I take a message and I'll get him to call you back? Tom, I need your other hand to write on… keep still. OK, what's the message? … Yes, call Bob about the lemons on 8-0-9-5-2-4. OK, I'll pass that on. Thanks. Bye.

Tom

Goodness. It's been crazy here since Denise left. Look we've even run out of teabags. I'll go and get some, shall I?

Paul

Hold on Tom. Has that invoice for Tutti Fruity been sent out yet?

Tom

I dunno. Denise usually sends out the paperwork.

Anna

I wish Denise was here!

Narrator

So do we all! It sounds like chaos in the office but however hectic things can get, remember to remain professional when answering the phone. Here's a reminder of some of the phrases you could use…

We're a bit busy at the moment; could I take your name and number and we'll call you back?

When would be a convenient time to call you?

Could I take a message please and I'll make sure he or she calls you back?

Anna

Ah there you are, Tom, you've been a long time. I need to give Paul that important message I wrote on your hand.

Tom

Ah… yes… it's a bit tricky. You see, I went to the toilet and then I… washed my hands.

Anna

Oh no, you've washed the messages off! What are we going to do now?

Tom

Erm… I'll get that, shall I?

Anna

We can't carry on like this.

Narrator

No you can't! Has Anna lost the numbers of two potential clients? Can the company carry on like this? It certainly looks like it could do with another pair of hands. What will happen next? Join us again next time for English at Work. Bye!

54 Eating humble pie

Narrator

Welcome back to the chaotic offices of Tip Top Trading. Now Denise has left the company, the place is a mess and important phone messages are being lost. What can be done to make things better? I think we know the answer!

Paul

Hi. Did anyone take a message for me while I was out? I'm expecting an important call.

Tom

Err… no!

Anna

Actually yes Paul. I wrote it on Tom's hand but he washed it off.

Tom

Look, good hygiene's very important to me.

Paul

Hmm. That's not very good is it? What's wrong with writing on a piece of paper?

Anna

We've run out of paper… and pens.

Tom

Everything really. Nobody's ordered any stationery or tidied up the office.

Anna

It's since Denise left.

Paul

Yes, maybe I was a bit hasty getting rid of her. It was really just to save money.

Tom

Yeah, but look, if we can't take messages from possible clients we're going to lose even more money.

Paul

Yes… I suppose you have a point. Maybe I will to have reinstate her.

Anna

You mean, get her back?

Narrator

Yes Anna, he does. Another way of saying reinstate is he's got to 'reverse his decision'. It means Paul has got to make an awkward call to Denise.

Tom

Look Paul, you're going to have to call her and tell her you've made an error… a huge one actually.

Paul

It wasn't that huge? Actually… Anna, you're her good friend, would you like to call her?

Anna

Me?! B-b-but I can't.

Narrator

What a coward! I think it's time to stand your ground Anna. Tell him "You're the boss, I think it's better coming from you", and remind him "it was your decision so you need to explain the situation", and remind him "this is your responsibility". You could suggest he says "I'm sorry, I made a mistake and we would love to have you back."

Anna

OK. Do you know what Paul, I think the news is better coming from you… just to make it official.

Tom

Yeah Paul, you are the boss after all.

Anna

And it was your decision in the first place so you need to explain that the situation has changed.

Paul

Well, maybe you're right but I can't tell her I'm wrong can I?

Anna

Look, just say you're sorry. Tell her you made a mistake and I would love to have you back… we all would.

PaulYes, you're right. I should do it. I'll just have a quick biscuit. Here goes.

Denise

Hello?

Paul

Ah... h-h-h-ello Denise. It's me… Paul…your boss… your ex-boss from Tip Top Trading.

Denise

Oh.

Paul

How are you… getting on?

Denise

Well…

Paul

Good, good. Actually, I've been rethinking our staffing situation in the office…

Denise

Yes?

Paul

And…well… I'm sorry Denise… I… miscalculated my staffing numbers.

Denise

You mean you made a mistake?

Paul

Well, I suppose so. So... I would love to have you back in the office as soon as possible. What do you say?

Denise

Hmm, let me think about it… hmmm… errr… well… hmmm…

Narrator

What will Denise decide? It was a hard phone call for Paul to make, but not one Anna should have made as it wasn't her mistake. She stood her ground with Paul and used the following phrases:

You're the boss and I think the news is better coming from you.

It was your decision in the first place so you need to explain that the situation has changed.

This is your responsibility.

Narrator

And here is a reminder of the phrases Paul used to try and apologise:

I've been rethinking our staffing situation in the office.

Sorry, I made a mistake. I miscalculated my staffing numbers.

I would love to have you back in the office.

Denise

Hmmm… well… OK then. I'll start back tomorrow.

Paul

Oh wonderful. I'm so pleased. We'll get your old chair back in position.

Denise

Actually Paul, if you want me back I'll need a new chair… and a new phone…

Paul

OK Denise! See you tomorrow.

Denise

And a pay rise!

Tom

So, is she coming back then?

Paul

Yes, first thing tomorrow.

Tom

That's good because we've just had a call from Nice'n'Cheesy – they said nobody returned their call yesterday and that if we don't contact them by the end of tomorrow they will go elsewhere for their plastic grapes.

Paul

Right, we must act… and act fast.

Narrator

Let's hope they don't lose that contract. At least with Denise returning to work, things will be a little more organised but for how long? Join us again next time on English at Work. Bye!

55 To show you the ropes

Tom

Quick, gather round, here she comes.

Anna

Welcome back Denise, we just couldn't survive without you.

Denise

Oh bless you.

Narrator

Yes welcome back to Tip Top Trading Denise. Paul, the boss, was a little hasty in getting rid of her so now he's asked her back but negotiated some new conditions which include learning how to be a Sales Executive, like Anna. But who's going to show her what to do?

Paul

Oh, hello Denise. Nice to have you back. I suppose I had to eat my words didn't I?

Denise

Yes, well it makes a change from biscuits! Now, where have you put my stapler and my red pens?

Paul

Don't worry about that, I've got you a new stapler and a new desk, right here next to Anna.

Denise

Oh lovely.

Paul

Well you wanted some experience in sales, so I thought Anna could show you the ropes.

Anna

Ropes? I don't have any ropes!

Narrator

Anna, if you 'show someone the ropes' it means you explain to someone how to do the job. You'll be great at that.

Anna

Oh I see. Well I might know what to do but I'm no good at explaining it to someone else.

Narrator

Well the best way is to start at the beginning. Why not suggest to her to 'watch what I do', or give her some of your tasks and say 'please could you make a start on these?' and then reassure her by saying 'I'm here to help so please ask me if you need to know what to do.' Good luck.

Anna

Thanks! So Denise, it's nice to have you back, how's your new desk?

Denise

Much bigger than my old one – and look, it goes up….and down.

Anna

Yes it does. OK, shall we make a start then and I'll show you the ropes.

Denise

Oh yes Anna, of course Anna. Do I need to use the phone?

Tom

I reckon you're quite experienced with the phone already Denise!

Anna

Thank you Tom. We won't make any calls yet, just watch what I do for a while. Look, I'm just checking our database so see who we haven't called for a while.

Denise

Oh yes.

Anna

I'm just checking the dates here…in fact Denise, why don't you make a start on this.

Denise

Of course…oh look, my phone's ringing.

Tom

Are you going to answer it then?

Denise

Oh right. Hello, Tip Top Trading, Denise speaking…oh hello Marge! (To Anna) It's Marge, Anna!

Anna

Oh right. I'll leave you to it – I'm here to help, so please ask me if you need to know what to do.

Denise

OK Anna, I won't be long. So Marge, how did it go the other night? Really? Really! Well, I'm sitting at my new desk…

Tom

Nice to have her back hey?! Some Sales Exec she's going to be!

Narrator

Everyone has to start somewhere Tom! Now Anna is helping – or coaching - Denise I'm sure she'll become an excellent worker. Here are some of the phrases Anna used to help her:

Let me show you the ropes.

Watch what I do for a while.

Why don't you make a start on this?

I'm here to help, so please ask me if you need to know what to do.

Narrator

Let's find out how Denise is getting on.

Denise

So I said to him, it's just not my colour…yes exactly…hold on Marge, everyone's looking at me. I'd better call you back. Yes, tonight. Bye!

Tom

Hmm, you've certainly got a good phone manner. Do you think you could order some pens now, we've run out.

Denise

That's not my responsibility anymore.

Tom

Err, I think it is.

Denise

Isn't!

Tom

Is.

Denise

Isn't!

Anna

You two, please!

Tom

Well, she's got time for personal calls but not to order pens. Oh hold on….Oh Hi Jim, how's things? Yeah! Did you catch the match last night? What a goal!

Denise

Really!

Narrator

Oh dear Anna. Things aren't going well. It's time to sort things out again but what are you going to do? Join us again next time to find out. Bye!

56 Pushed to the limits

Narrator

Welcome back to English at Work. At the offices of Tip Top Trading, things are a bit… tricky. Denise has been reinstated at the company but now wants to do more than just ordering pens. Tom has other ideas and Anna is just caught in the middle. Who can she turn to? Paul maybe… or maybe not?

Paul

So Denise, let's get this straight. You don't want to order the pens anymore, right?

Denise

Well, I did say if I came back, I wanted to have a go at doing sales.

Paul

Err, yes, you did. That's right.

Tom

Yeah but we got Denise back because we didn't have anyone to order our pens and stuff. That's her main job.

Paul

Err yes, absolutely. I see your point.

Anna

Excuse me Paul, could I suggest we all take it in turns to order things like pens and paper… share the responsibility?

Denise

That's a good idea Anna.

Tom

Yeah but…

Paul

No buts Tom, that's a good solution. Well done Anna… could you draw up a rota so we know who's going to be ordering the pens and when? And don't forget to order biscuits too! Phew, I'm glad I got that sorted out. Right, back to work everyone.

Tom

I can't believe I've got to order pens, it's Denise's responsibility… err, are you OK Anna?

Anna

No I'm not. I can't draw up a rota, not now. I've got too much to do.

Tom

Alright don't panic Anna. Just do what I do.

Anna

What's that?

Tom

Nothing! Just do what you can do and then pretend you've forgotten about the other stuff. Easy!

Narrator

Oh dear, Tom's not that professional is he? Not like you Anna. You just need to get organised and prioritise.

Anna

I need to prioritise?

Narrator

Yes. Decide what tasks need doing first and maybe delegate some tasks to others. You could say to people "I've got to prioritise. This is the most important so I'm going to concentrate on this first.", then you could say to someone "It would be a great help if you could take on this other task". You could also say "I'll have to put off some tasks until tomorrow". And if you still feel under pressure, say to your boss "I need help, I have too much to do".

Anna

Thanks, good advice. I'm just writing a list of all the things I need to do on my new mini me-pad.

Narrator

Writing a list is a good place to start. Good luck!

Anna

There, that's my list finished. Ah, Denise, sorry to bother you, but you know that rota I was talking about?

Denise

The one for ordering pens?

Anna

That's it. Well, I'm so busy, I was wondering… it would be a great help… if you could make a start on this? Please?

Denise

Of course Anna. As it's you. If it was Tom asking, I would have said no!

Tom

What's that Denise? Hey Anna, what are we going to do about the designs for that plastic aubergine?

Anna

Gosh, our new aubergine. Hmm, I'm going to have to put that off until tomorrow I'm afraid.

Tom

Oh right. Why, have you got something more important for us to do together, eh?

Anna

No Tom. I've just got to prioritise. This new order from Nice'n'Cheesy is the most important, so I'm going to concentrate on that first. OK?

Tom

Oh right, yeah sure. Me and you will have to wait until tomorrow! So… so… how's it going with Dave from Computer Support?

Anna

Very well thanks Tom. Last night he took me somewhere I've never been to before.

Tom

Really. Nice.

Anna

Yes, a discount computer shop – he bought me a mini me-pad.

Tom

Oh. Just a 'mini' one hey.

Anna

Now, if you could take more interest in our Nice'n'Cheesy contract than you do in Dave, it would be a great help.

Tom

Oh yeah, sure, of course… nice'n'sleazy, that's a good name for Dave!

Narrator

Idiot! Getting organised is important when you have a lot to do. Tell people what you're doing and don't forget to ask for help. Here's a reminder of what Anna said:

I've got to prioritise. This task is the most important so I'm going to concentrate on this first.

It would be a great help if you could do this for me please.

I'm going to have to put that off until tomorrow I'm afraid.

Narrator

And don't forget, when you simply have too much to do, tell your boss!

Anna

Hello Paul, sorry to bother you. I'm a bit worried… I just have too much to do and need some help.

Paul

Yes of course. I don't want you feeling stressed. Let me think… erm... I know, why don't I do the pen rota?

Anna

It's OK, Denise has offered to do that.

Paul

Phew, I mean super! Erm… hmm… well, maybe Tom could help you with the launch party?

Anna

Launch party? What launch party?

Paul

Didn't Tom tell you?

Anna

No, he didn't.

Paul

We're launching the plastic aubergine on Friday.

Anna

Oh no!

Narrator

Keep calm Anna! We're here to help – although organising a launch party in a week is quite a challenge. Find out how it goes on the next English at Work. Bye!

57 A room with a view

Narrator

Hello again and welcome to English at Work. The team at Tip Top Trading has lots to do, but now Anna has discovered she has to organise a launch party for the new plastic aubergine. It’s taking place at the end of the week and nobody has organised a venue yet! I think Anna is going to need some help.

Paul

So Anna, I’m sorry Tom didn't tell you but do you think you can turn something round by Friday?

Anna

I'll try, but what do I need to do?

Paul

Oh not much, book a room somewhere, send out some invites… arrange some food… and drink… that sort of thing.

Anna

That's all?!

Paul

You can do it - you're great at this kind of thing. And get the team to help.

Anna

Well, I'll give it a go. See you later.

Paul

Thanks Anna. And don't forget to order some of those posh Belgian chocolate biscuits, they always go down well with the clients.

Narrator

Oh dear Anna. It looks like you have your work cut out.

Anna

Cut out?

Narrator

I mean, you have a difficult job to do - but as Paul says, you can do it.

Anna

Thanks.

Tom

Are you OK Anna? You look a bit worried.

Anna

I am. You forgot to tell me about the product launch on Friday and now Paul wants me to organise it.

Tom

Did I? Oh sorry. Look, if I can help in any way, just let me know.

Anna

Well, you could book a venue for the launch.

Tom

Ahh yeah… just remembered, I've got some Imperial Lemons I need to send out. Maybe later, yeah?

Anna

How am I going to find a venue for the launch at such short notice?

Narrator

You need to ask for recommendations, search on the internet, or look in the phone directory, and then make a call. You need to say "Could I check availability for your venue please?", then ask "What business facilities do you have?" and "How many people can the room or venue hold?" You could ask "Can you provide hospitality?" – that’s things like food and drink. Finally, don't forget to ask "How much does it cost?"

Anna

Thanks, there's a lot to ask. Hi Denise, I've got to book a venue for our plastic aubergine launch. Have you any ideas?

Denise

Well, my friend Marge works for a hotel company that has conference facilities. You could give her a call. Look, here's her number.

Anna

Oh, thanks Denise. Let's give it a try… 0–2–0–7–5–6–9–2.

Marge

Hello, the Pitz Hotel. Margery speaking.

Anna

Oh hi, this is Anna from Tip Top Trading, I'm a friend of Denise's.

Marge

Oh hi Anna. I've heard all about you. What are you ringing for?

Anna

I need to check availability for your venue for a product launch we’re doing.

Marge

Right! Well, I'm sure I can help. We do have a conference room. When is it for?

Anna

This Friday.

Marge

Friday! This Friday? Well… that's a bit tricky: the room is being decorated at the moment.

Anna

Oh.

Marge

But we do have a smaller room that you could use – it's got a lovely view of the car park.

Anna

I see… and how many people does it hold?

Marge

You could easily squeeze in about 20 people.

Anna

20 people. I guess it will have to do. Do you have any business facilities – somewhere to plug in the laptop, projector, wi-fi, that sort of thing?

Marge

Oh yes, yes, we're very hi-tech. We even have a fax machine!

Anna

And can you provide hospitality too?

Marge

Of course! We do a 'business platter' consisting of orange juice, sandwiches, canapés – that really means cheese and pineapple on sticks.

Anna

I wonder, can you also provide Belgian chocolate biscuits?

Marge

I'm sure we can.

Anna

That's great! OK… and most importantly, how much does it cost?

Marge

Well, to book the room for 2 hours usually costs £1,000. The hospitality is extra but as you're a friend of Denise, I'll throw it in for nothing.

Anna

You'll throw the food and drink in?! Won't that get messy?

Marge

No - I mean we'll provide it for free. Just don't tell anyone, otherwise everyone will expect it!

Anna

Well, that's fantastic Marge. Thanks. If you can send us an invoice, we'll sort payment out as soon as possible.

Marge

Bye Anna, and tell Denise I'll see her for our Zumba class tomorrow.

Narrator

Anna has saved the day again. The launch party for the plastic aubergine can now go ahead. If you're trying to book a venue for a business meeting or product launch, here are some of the phrases you could use:

Could I check availability for your venue please?

What business facilities do you have?

How many people can the room or venue hold?

Can you provide hospitality?

How much does it cost?

Denise

So Anna, was Marge any help?

Anna

Yes. She found me a room and gave me a good deal. We just need to invite our clients now.

Denise

I can do that. I think it’s best if I call them - there's no time to post out invitations.

Anna

Good idea.

Denise

But I just need to give Marge a call first, just to check a few things.

Tom

Typical Denise. Nothing's more urgent than talking to Marge!

Narrator

He can talk! If you need something doing it seems like Anna is the woman you need. Find out what else she is capable of in the next episode of English at Work. Bye!

58 Pulling out the stops

Narrator

It's that time again for English at Work. Life in the offices of Tip Top Trading is still hectic. There's so much to do and tomorrow the team is launching its new product – the plastic aubergine – so everyone needs to pull their weight and get things done – quickly. The problem is, some people are a bit slow at being quick!

Anna

Could someone answer that please? I'm on the other line.

Denise

Well I can't, I'm already on the phone.

Tom

Yeah, talking to your friend Marge. And I'm busy… errr… writing a business proposal.

Paul

Could someone just answer that phone… oh, you're all busy. I suppose I'd better do it. Hello? Yes? Really! I'm sorry about that. We'll send someone round right away. Yes, this morning. Bye. Anna, are you free to talk in my office now?

Anna

Yes Paul. What's wrong?

Paul

Hold on – I just need a quick bite on a biscuit – that's better. Now, that was Nice'n'Cheesy. They're not happy about how slowly we are processing their order. They need our plastic grapes for an exhibition they're doing at the weekend.

Anna

But I thought Tom had sorted that out?

Paul

Clearly not. I need you to pull out all the stops and sort this out.

Anna

Pull out what stops?

Paul

I mean do all you can to get this order completed, please.

Anna

But we've got the aubergine launch tomorrow.

Paul

Leave that to me and Denise to organise. It'll be in… safe hands.

Narrator

Hmm, I'm not so sure about that. Anyway Anna, your priority now is the order for Nice'n'Cheesy. You're going to have to tell the team "We have an order we need to process urgently", and "We need to pull out all the stops to get this sorted". You could also say "This is our number one priority" and then delegate tasks to the team to help you get the order sorted. Good luck!

Anna

Oh thanks. Tom, I need your help. It's the order for Nice'n'Cheesy, we need to process it urgently.

Tom

The order? I sent that out ages ago, with the paperwork.

Denise

You mean this paperwork Tom, on your desk?

Tom

Oh no! I must have forgotten. I've had so much to do.

Anna

Well, they're not happy, so we've got to pull out all the stops and get them their grapes.

Tom

OK but what about the aubergines?

Anna

Forget about the aubergines. We've got to get onto this now. It's our number one priority. You go and get the plastic grapes from the warehouse, I'll sort out this paperwork, and I'll meet you downstairs in 15 minutes.

Tom

Why, where are we going?

Anna

We're getting a taxi to the offices of Nice'n'Cheesy so we can hand deliver the grapes.

Tom

Oh right, but isn't it nearly lunchtime?

Anna

There's no time for lunch, Tom. We need to do this now!

Denise

Oh Anna, you're amazing.

Narrator

She certainly is! Anna has wasted no time in sorting out this problem and that's important if you want to keep your business going. Here's a reminder of some of the phrases Anna used:

We've got to pull out all the stops.

We have an order we need to process urgently.

We need to pull out all the stops to get this sorted.

This is our number one priority.

Narrator

Tom and Anna have made it to the offices of Nice'n'Cheesy. Let's find out how they're getting on.

Anna

…so we're really sorry…

Tom

Yeah, really sorry…

Anna

…about the delay, and it won't happen again. And we hope you're pleased with the grapes…

Tom

…and the price!

Jane

Yes, the price is very competitive and if you can guarantee a bit more 'customer care', then I'm sure we'll be buying from you again.

Anna

Yes, of course. Thanks very much and sorry again. We hope to see you again soon. Bye!

Tom

Yeah, yeah, see you.

Tom

Phew, well done Anna. I think you saved the day once again. Hey, hold on, isn't that your boyfriend, Dave from IT, over there?

Anna

It is. But who's he with?

Tom

You mean, who's he holding hands with? It's Julie from accounts!

Anna

No, it can't be… It is! What's Dave doing with another woman?

Tom

I dunno – but I never trusted him. Come on Anna, you need a drink – a big one.

Narrator

Oh dear. Poor Anna, it looks like Dave's been cheating on her, but she needs to keep a clear head for the big launch of the plastic aubergine tomorrow. Will she be led by her head - or her heart? Find out next time on English at Work. Bye!

59 The show must go on

Narrator

Welcome back to English at Work. It's an exciting day for Tip Top Trading. It's launching its latest product – the plastic aubergine. The launch is taking place at a swanky hotel; lots of clients have turned up - but there's one important person missing.

Denise

Has anyone seen Anna?

Paul

I haven't seen her all morning. Tom, you were with her last.

Tom

That was last night at the pub. She was drowning her sorrows.

Denise

Drowning her sorrows?

Tom

Yeah. She saw Dave from IT with another woman – Julie from accounts, actually. She was very upset.

Denise

Oh poor Anna.

Paul

So you left her drowning in the pub? And who's got the prototype aubergine to show at the launch?

Tom

Oh no! Anna has. It's in her bag. What are we going to do?

Denise

Panic!

Paul

No Denise. Calm down. I'll just have to make a start and I'm sure Anna will turn up. OK, here goes. Excuse me everyone, could you all gather round? Our presentation is about to begin.

Tom

I'll change the slides for you on the computer Paul. I'm good with technology.

Paul

Okey dokey. Ermm…ladies and gentlemen, thank you for coming to our presentation. We have something very exciting to…ermm…show you and it's not a fruit…ha ha…

Anna

…and here it is – fresh from the factory – our plastic aubergine!

Narrator

Anna, you're just in time.

Anna

I know. I think I drank a bit too much last night and now I can't remember what to say.

Narrator

Well, you need to convince everyone that this is best product on the market and that it's something they really want. You could say "We believe this high quality product is something your business needs" – and, "Our new product has been designed to the highest specifications" – and tell people that "This product is the perfect decoration on any café or restaurant table" – tell them that, and the orders will come flying in!

Anna

What? They'll send them by aeroplane?

Narrator

No Anna! Just do your presentation and see what happens.

Anna

OK then. Yes everyone, this aubergine may look good enough to eat but it is made of the highest quality plastic and I'm convinced it's something your business needs.

Paul

Err yes, that's right. It may be plastic but it is… fantastic!

Anna

Thank you Paul. This product has been designed to the highest specifications. It's tough and durable.

Client

Yeah but why would I want to buy it?

Tom

'Cos it's cheap mate!

Anna

No Tom. It's because it is the perfect decoration on any café or restaurant table. It shows you're serious about food.

Paul

And it doesn't go mouldy.

Anna

Yes. We're taking orders today and… and…

Narrator

And? And what, Anna?

Anna

I don't know what to say next.

Narrator

Offer them a discount and a guarantee.

Anna

Oh right. If you place an order for more than 1,000, we can offer you a generous discount. Plus, all our products come with a money-back guarantee.

Client

I like it!

Narrator

Well done Anna. She gave a clear presentation, and sounded enthusiastic about the product. Here's a reminder of some of the things she said:

It is made of the highest quality plastic and I'm convinced it’s something your business needs.

This product has been designed to the highest specifications. It's tough and durable.

It is the perfect decoration on any café or restaurant table.

We can offer you a generous discount. Plus, all our products come with a money-back guarantee.

Anna

Thanks for listening. Tom has a few slides to show, which illustrate how the aubergine has been designed. Tom… Tom?

Tom

Oh no, it's frozen, the slides won't change.

Dave

It's OK, I can fix it, I am the IT guy after all.

Tom

Dave? What are you doing here? Cheating on Anna like that. Here Anna, give me that aubergine.

Anna

Tom, no!

Tom

There, that's for upsetting Anna.

Dave

Ha ha - missed me!

Denise

Ha! Well the aubergine's certainly tough and durable.

Paul

Tom, Anna, I think we'd better talk about this back in my office.

Narrator

Crikey! That was certainly a spectacular presentation. Let's hope Tom’s outburst doesn't stop the orders flying in – but not via the window! Find out next time on English at Work. Bye!

60 Stepping aside

Narrator

Hello again and welcome back to English at Work. Last time we heard the team from Tip Top Trading having a smashing time at the launch of its plastic aubergine. Tom threw one at Dave from the IT department, but it missed him and went through a window! It's time for Paul to hand out some harsh words.

Paul

That behaviour just isn't on.

Tom

Sorry Paul… but it was quite funny wasn't it?

Paul

No it wasn't.

Anna

Sorry Paul, Tom was just angry with Dave. I thought he liked me but we saw him with Julie from accounts.

Paul

Really? He seemed such a decent chap… anyway, don't do it again. OK? In the meantime, you're going to have to pay for that broken window.

Tom

What… hey? Bbbut…

Paul

Now, excuse me, I need to take this. Hello, Paul Smith speaking. Ah, Mr Socrates… yes… ah, you've heard…

Tom

Crikey, come on we'd better go.

Denise

That was a good shot Tom! Looks like it's made an impact on Dave. Look, he's sent Anna some flowers.

Anna

Oh there's a note on it. It says "You can count on me" but no name.

Denise

That is a strange thing for him to write.

Anna

Hmm, it is and it's not his handwriting.

Tom

Maybe a secret admirer eh? I wonder who it could be?

Denise

Are you OK Paul? You look as white as a sheet.

Paul

I'm not actually. Mr Socrates says he's having a strategic review.

Anna

A what?

Narrator

He means he's been looking at how the business is operating and how it should operate in the future.

Anna

That sounds serious.

Paul

And as part of his review, he says he wants to downsize and he's asked me to… step aside.

Anna

Why? What are you in the way of?

Narrator

No Anna. To step aside is a polite way of saying to leave your position in the company.

Anna

Oh. I don't understand Paul. Why?

Paul

He says the company needs new direction and more dynamic leadership.

Tom

Crumbs Paul, you can't get more dynamic than you!

Anna

Tom! But Paul, you've been a great boss.

Paul

Thanks Anna. I guess it's the economic climate, we're not making enough money so cutting staff is inevitable.

Tom

Yeah but you cut Denise's job.

Paul

Yes but we had to get her back because she was necessary for the smooth running of the department.

Denise

That's right.

Paul

But Mr Socrates says I'm 'surplus to requirement'.

Anna

Oh, that doesn't sound good… does it?

Narrator

If Paul's job is 'surplus to requirement', it means his input to the business is no longer needed. So it's not good news.

Paul

Anyway Anna, Mr Socrates wants to know if you got his special message?

Anna

Special message? The flowers!?

Denise

That's strange. Why is Mr Socrates sending you flowers?

Narrator

It is a bit strange. Anyway, Paul's news has come as a shock for everyone. Here are some of the phrases Mr Socrates used to break the bad news:

I've been doing a strategic review of the company.

I need to downsize.

I need you to step aside.

The company needs a new direction and more dynamic leadership.

You are surplus to requirement.

Anna

Right, I'm going to have to call Mr Socrates and find out why he's sent me flowers.

Mr Socrates Socrates… who wants me?

Anna

Erm… hello Mr Socrates… it's Anna here.

Mr Socrates

Anna! My favourite girl. Please call me Brad. So glad you called.

Anna

I needed to speak to you about the flowers you sent me. I'm very flattered but I don't think…

Mr Socrates

The flowers?! Sorry honey, I haven't sent you any flowers but I have sent you an email – have you read it yet?

Anna

No. What did it say?

Mr Socrates

I was saying that as I'm giving Paul the chop, would you like a promotion?

Anna

A promotion?

Mr Socrates Yes. You have been an outstanding member of the team so how would you like to be the new manager of Tip Top Trading's London office?

Narrator

What a fantastic opportunity and one that Anna surely can't refuse – or can she? And who did send Anna those flowers with a message saying "You can count on me"? Find out what her answer is in the next English at Work. Bye.

61 Decision time

Narrator

Hello again and welcome back to the final English at Work. Mr Socrates has sacked Paul from his position as manager of Tip Top Trading and he's offered Anna a promotion – to be the new boss. But will she accept? What's wrong Anna?

Anna

I feel bad about replacing Paul. He's been good to me.

Narrator

It's business Anna. He's just not up to the job – but you are.

Anna

Thanks. But why me? Can I do the job? I'm not as experienced as Tom.

Narrator

I think we have seen over the year that you definitely have more experience than Tom! Go on Anna, you can do it.

Anna

Hmmm.

Mr Socrates

So Anna… what do you say? Will you replace Paul as the new boss of Tip Top Trading? Come on Anna. This promotion recognises your achievements at the company. It's an opportunity of a lifetime.

Anna

I know.

Mr Socrates

You'll be my right-hand man.

Narrator

I think he means right-hand woman! It means you'd be his most trusted and invaluable assistant.

Anna

I see.

Narrator

Anna, if you need time to think you could say "thank you for your kind words" and, "could I have time to consider your offer?"

Anna

Erm, Mr Socrates. This news has come as a bit of a shock. Thank you for your kind words but please could I have some time to consider your offer?

Mr Socrates

Oh… OK Anna. But don't leave it too long. I have a habit of changing my mind.

Anna

OK, Mr Socrates… I mean Brad… I'll call you back soon. Bye.

Tom

Oh… has Mr S offered you Paul's job by any chance?

Anna

Yes!

Tom

And you said you'd think about it?

Anna

Yes. I'm not sure if I can take on that much responsibility.

Tom

It's easy peasy. I could do it standing on my head.

Denise

But he's not offering­ you the job Tom.

Anna

Please don't mention this to Paul… not yet… he's very upset.

Tom

I know nothing!

Anna

You know nothing? About what?

Tom

I mean, I'll remain tight lipped… I won't say a word… until it's all official like. You can count on me.

Anna

"You can count on me"!?

Tom

Uh?

Anna

"You can count on me". That was the message with that that bunch of flowers someone sent me. It was you wasn't it?!

Tom

Well… err… I suppose… yes… it was me Anna. I couldn't help it. I… I… love you Anna.

Anna

Do you know what Tom… I quite like you too… I think you're… sweet. Now come on and give me a kiss.

Paul

Oh crumbs, shall I come back later?!

Tom

No it's ok Paul. We’re just… getting to know each other a bit better. In fact, Anna… I'd like to ask you something.

Denise

Oh, why is Tom getting down on one knee?

Paul

I expect he's dropped one of his contact lenses.

Tom

No it's not that. Anna, I'd like to ask you something… err… will you… will you marry me?

Anna

What?!

Narrator

Crikey, what a dilemma. Now Anna's got two important questions to answer. Will she take the job as Tip Top Trading's newest and youngest manager? And will she marry Tom? Here's a reminder of what Mr Socrates had to say about her:

This promotion recognises your achievements at the company.

It's an opportunity of a lifetime.

You would be my right-hand man.

Narrator

And if Anna accepts the job, here's what she could say:

I'd be delighted to accept. Thank you.

When would I start?

Could we discuss the terms and conditions of the new job?

Narrator

Let's find out what Anna has to say.

Anna

Oh Tom, I don't know what to say. It's come as a bit of a shock. Can I have some time to think about it?

Tom

I suppose.

Paul

Well, while you think about that, I've got some good news. I've been offered a new job.

Denise

That's fantastic news Paul. What is it?

Paul

It's to be Head Taster at a company called Better Biscuits.

Anna

That's fantastic news Paul.

Tom

Yeah, well done Paul. That's right up your street.

Denise

So Anna, does that mean you'll do Paul’s job now?

Tom

Don't answer that. Answer my proposal first.

Denise

No, I think she should sort out her work first.

Tom

But I've been waiting to ask her for months.

Paul

I think it's up to Anna to say what she wants.

Anna

Quiet! Look everyone, I can't decide what to say to you Tom, or Mr Socrates. So I've decided I'm going to take a short holiday to have some time to think.

Tom

Good idea. Where shall we go?

Anna

On my own Tom. When I return I will give you my answers.

Paul

Crumbs. I think I'd better get a biscuit.

Narrator

A good idea Anna. But we’re going to have to wait a while to find out what she decides. She needs a rest after learning so much during her year at Tip Top Trading. We hope you've enjoyed learning with her and now feel more confident in using English at work! That’s all from me and the team at Tip Top Trading for now. Until we meet again, bye!

62 Anna's decision

Narrator

Hello again and welcome back to English at Work – the drama about life at the plastic fruit production company called Tip Top Trading. You may remember Anna, the company's newest and brightest sales executive, was offered a promotion and a marriage proposal at the same time. She's taken time out to think about her reply but everyone in the office really misses her.

Tom

I dunno Denise, I'd be good for Anna, I think we would be been a perfect pair. Mr and Mrs Darcy… it sounds good…

Anna

I'm back!

Tom

Anna! I…we weren't expecting you.

Anna

Yes I can see – perhaps you could tidy up your desk Tom.

Tom

Very funny Anna – still trying to be the boss! So did you have a good trip? Did you get some 'head space'?

Anna

Eh?

Narrator

He means time alone to think about the things you want to think about. Tell him you've been chewing things over – it means you've been thinking about your proposals and say I have come to a final decision.

Anna

OK, well it's true; I have done a lot of thinking. Tom, I did have some head space and a chance to… chew things over…

Tom

Yes! Yes! And?

Anna

And I've come to a final decision. The answer is 'yes'. I accept. There's no doubt really… I should give it a go… I need the experience… and besides, what's the worst thing that can happen?

Tom

Oh Anna. I'm so happy. You won't regret your decision.

Narrator

Hmm – is Anna really saying 'yes' to Tom's marriage proposal or has there been a misunderstanding?

Here are some of the phrases we've heard today:

I've had a chance to chew things over

I've come to a final decision

I'll give it a go

You won't regret your decision

Narrator

Find out if we can look forward to Anna and Tom's wedding in the next episode of English at Work. Bye!

63 Tom's tantrum

Narrator

Welcome back to the offices of Tip Top Trading where there's a bit of confusion. Anna…

Anna

Yes?

Narrator

I think Tom's got the wrong end of the stick.

Anna

But I didn't give him a stick.

Narrator

No, no. I think there's been a misunderstanding. When you said your answer was 'yes' he thought you meant 'yes, I'll marry you'!

Anna

Oh no! I meant yes to the promotion. Gosh I've got to sort this out. Tom, Tom, hold on please.

Tom

We can't hang about Anna. Let's fix a date, invite everyone – even Paul.

Anna

No, no, we can't.

Tom

You're right, not Paul – he just talks about biscuits.

Anna

No. I mean 'no', we can't get married. I meant yes to the promotion. I can't marry you.

Tom

What? So when you said 'yes' you meant 'no'?

Anna

Yes.

Tom

I see. Right, that's it. Anna, I've made it very clear what I think about you and you… you… just throw it back in my face. I've had enough… enough of you… enough of this company. I quit!

Narrator

Anna. I think he's upset. He's having a tantrum.

Anna

A tantrum – is that serious?

Narrator

Not really. Maybe you need to calm him down and make him change his mind. Tell him 'not to be too hasty', 'don't rush into a decision' and say 'we can work this out' – you can can't you?

Anna

I think I can. Tom, please, don't be too hasty. Let's talk about this. We can work something out, just don't rush into making a decision – please. You're my best – my only – sales executive.

Tom

Sorry Anna – I'm a free spirit. I must go where the wind takes me. You've had your chance, now it’s mine. I’m off.

Narrator

Wow, I've never seen Tom be such a… man. Will this be the last time we ever see him?

Here are some of the phrases Anna used to try and get Tom not to leave:

Don't be too hasty

Don't rush into making a decision

We can work this out

Tom

…erm, sorry, I just forgot to take my special mug. Bye.

64 Something's missing

Narrator

Hello again. At the offices of Tip Top Trading things are a bit strange after Tom walked… stormed out in a huff after realising that Anna was never going to marry him. So Anna, I suppose you can get on with being the manager now?

Anna

Yes, I suppose so. But something's not right.

Narrator

Well, you've lost a valuable member of your team.

Anna

I know, and a good friend too.

Narrator

Well, you're the boss now – it's time to deal with the situation and get down to business. Tell the team you'll be finding a replacement for Tom and you're going to make some changes in the office. You could also say you want to turn the business round and make it really successful.

Anna

OK, thanks. Excuse me everyone, could we gather round for a quick meeting please. Oh, it's just you now Denise.

                 Right, well, I need to get down to business so I'll be advertising for a replacement for Tom today – in fact Denise, you might be interested in that? And I want to make some changes in the office. I need to turn this business round and … make it the world's leading plastic fruit production company and… I'm… keen to hear… your ideas.

Denise

Is everything alright?

Anna

Err… I can't stop thinking about Tom. He seemed so upset when he left and… it's not the same without him around. He made me laugh and… I miss his floppy hair.

Narrator

Anna, it's time to swallow your pride!

Anna

Swallow what?

Narrator

Admit you are wrong – be honest with yourself and follow your heart – go and marry Tom! Although personally, I don't know what you see in him.

Anna

You're right! Why didn't I see it? Tom is the man for me – I must call him and find out where he is … oh no, his phone's switched off. Where can I find him?

Mr Ingle Hey Anna. You looking for Tom?

Anna

Yes Mr Ingle, I am.

Mr Ingle I saw him a while ago, in a real rage, getting into a taxi. He told me he'd booked a flight to Australia and was heading for the airport. He said something about being a 'free spirit'.

Narrator

Struth! Tom really is going too far – to the other end of the world in fact. Does this mean we'll never hear from Tom again? For now, let's remind ourselves of some of the phrases Anna used to deal with a difficult situation:

I'll be advertising for a replacement for Tom today

I want to make some changes in the office

I need to turn this business round

I'm keen to hear your ideas

Anna

…but work can wait. I've got to get to the airport quickly before Tom gets on that flight. Taxi! Taxi!

Narrator

This is going to be interesting!

65 Last call for Tom

Narrator

Hello and welcome to English at Work where things have got rather dramatic. Anna is on her way to the airport to try and catch Tom before he boards his flight to Australia and his new life on the other side of the world. But will she get there in time?

Anna

Thanks. Excuse me, do you know where the check in desks for flights to Sydney are?

Man

Yeah, over there luv – desk number 47.

Anna

OK, thanks.

Tom

… yeah, I always fly business class, it's the kind of guy I am… shame you're not available to fly with me but you know…

Anna

Tom, Tom!

Tom

Anna? How… what… what are you doing here?

Anna

Don't go… we need you… I need you.

Tom

But I don’t understand… you rejected me.

Anna

Yes but… but…

Narrator

But what Anna? What are you going to say? How can you tell him you were wrong and you've changed your mind?

Anna

Hmm, I don't know.

Passenger 1 Tell him 'I've been doing a lot of thinking'.

Passenger 2 Say, 'I didn't realise how much I missed you until you had gone'.

Passenger 3 And tell him, 'I've changed my mind, I will marry you!'

Tom

Yeah, yeah, I heard all that and that other man who you're always talking to.

Narrator

Oh right!

Anna

I see. Well Tom, will you marry me?

Tom

Why should I after all you've put me through?

Narrator

Yeah why should he?

Anna

Because Tom… you're a funny guy and… I love you and… I can't live without you.

Passengers

Ahhh!

Tom

Let me think about this … oh if you put it like that then yes, I will marry you!

Anna

Oh Tom!

Narrator

Hooray. At last! We got there in the end but not without using these phrases:

I've been doing a lot of thinking.

I didn't realise how much I missed you until you had gone.

I've changed my mind, I will marry you!

Narrator

And…

I love you and I can't live without you!

Tom

I won't be needing these anymore.

Narrator

Join us very soon for the English at Work wedding of the year. Bye!

66 The Wedding Day

Narrator

Hello and welcome to English at Work where the day has finally come – it's Anna and Tom's wedding. All their friends, work colleagues and business acquaintances are there… such as Mr Lime…

Mr Lime Fantastic Anna, fantastic!

Tom

Yuk, Slimey Limey, I never liked him. Sorry about the venue Anna – but it's all we could get at short notice.

Anna

I think the office at Tip Top Trading is an ideal place for a wedding and besides the…

Mr Socrates

Anna! My favourite girl. I got here as fast I could. I thought I was the only man for you but I guess Tom has stolen that title! Your choice Anna, your choice!

Anna

Oh hello Mr Socrates, this is a nice surprise. Come over here and say hello to Tom.

Mr Socrates

Hey Tom.

Tom

Oh hello Mr S. Nice to see you. You're not doing any firing today are you?

Mr Socrates

Of course not Tom. In fact, as a kind of wedding present, I wondered if you wanted a new job? I'm offering you a chance to manage my new office in Paris.

Tom

Me?! Manager… in Paris! Well Mr S…

Anna

Tom… aren't we about to get married… start a life together?

Tom

Oh yes.. erm, thanks Mr S for you kind offer but I will have to decline. I'm about to spend the rest of my life with this wonderful woman.

Registrar

Ladies and gentlemen, please could you take your seats. The marriage ceremony is about to begin. Do you Anna Jane Wijaya...

Mr Socrates

…out the way, give me that paper. Do you Anna Jane Wijaya take Tom Brian Farquhar Darcy … to be your lawfully wedded husband? To have and to hold from this day forward?

Anna

Ermm, errr…

Narrator

Come on Anna. This is the most important phrase in the whole series! It's 'I do'!

Anna

Oh yes, of course… I do.

Mr Socrates

And do you, Tom Brian Farquhar Darcy…

Tom

…it's a deal… I do. Come on Anna, give us a kiss.

Anna

Oh Denise!

Narrator

Ahh. It looks like Tom has signed the best contract of his career but not without these phrases:

Thank you for your kind offer but I will have to decline

It's a deal

I do!

Anna

Thanks to everyone for making this a special day. If it wasn't for Tip Top Trading I wouldn't be starting a new life as Mrs Wijaya-Darcy.

Tom

Wijaya-Darcy? Shouldn't it just be Mrs Darcy?

Anna

I'm the boss now Tom at work… and at home!

Narrator

Congratulations to Anna and Tom. We have a happy ending – let's hope Anna's journey has inspired you to learn English at work.

Everyone

Bye!