Poslovni kursjezika

Vezbanje govora - profi Poslovni engleski

Debi Rebs i Anzelik Slats

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Ernst Klett Sprachen GmbH Barselona • Beograd • Budimpesta • Ljubljana • London • Poznanj • Prag Sofija • Stutgart • Zagreb

PONS

Poslovni kurs jezika

Vezbanje govora - profi

Poslovni engleski

Debi Rebs i Anzelik Slats

Prevod: Suzan a Petrovic i Vukica Stankovic Oblikovanje logotipa: Ervin Pel, Hajdelberg Obrada logotipa: Sabina Redlin, Ludvigsburg Oblikovanje naslovne strane: Schmidt & Dupont Fotografija na naslovnoj strani: Vlado Golub Snimanje, obrada tonskog zapisa i mastering: top fioor productions, Tibingen Muzika: Peter Markart, Frajburg Oblikovanje unutrasnjih strana: Fotosatz Kaufmann, ';tutgart Prelom srpskog izdanJa: Abraka-dabra, Novi Sad Stampa: Triton, Vrsac Tiraz: 15.000 primeraka

Za izdavaca: Gordana Knezevic-Orlic Glavni urednik: Aleksandar Rajkovic Urednica: Jelena Pavlovic www.pons-yu.com

© Originalno izdanje: Ernst Klett Sprachen GmbH, Stuttgart, 2006 © Srpsko izdanje: lzdavacka kuca Klett d.o.o. Beograd, 2008.

Sva prava zadrzana.

Bez izriC:itog dopuStenja izdavaC:a zabranjeno Je rept _dukovanje, distrlbuCiJa, javna upotreba, prerada i svako drugo koriSCenje autorskog ostvarenJa iii nJegovih pojedinaC:nih delova, ukljuC:ujuC:i 1 fotokopiranJe, StampanJe iii Cuvanje u elektronskom obliku.

�-lzdavacka kuca Klett d.o.o. Svetozara (orovica 15/lV, 11 000 Beograd Tel 011/3348-384, faks 011/3348-385

office@klett.co.yu, www.klett.co.yu

ISBN 978-86-7762-139-1

CIP-

811 111 '2766658 (075.4)

COBISS SR-ID 148809278

Dobro dosli u PONS Poslovni kursjezika!

Vi dobra via date engleskim jezikom, a zelite da ucvrstite i usavrsite svoje znanje? PONS Poslovni kurs jezika sadrzi 14 autenticnih intervjua sa ljudima iz Vel ike Britanije, lrske, Kanade, Novog Zelanda i SAD. U svakom poglavlju postoje vezbanja iz gramatike i recnika koja vam pomazu da:

• jos bolje razumete govorni engleski; namenski ponavljate gramatiku; izgradite svoj fond reCi; poboljsate svoj izgovor i naglasak.

Kako da ucite pomocu PONS Poslovni engleski

� Slusajte intervjue i vezbanja sa CD-a u bilo koje vreme i na bilo kom mestu- kod kuce, u vozu, u automobilu ... Vazno Je da prilikom slusanja pokusate da ne citate tekstove iz knjige. Tako na najbolji nacin uvezbavate razumevanje onoga sto cujete. Sasvim je normal no da prilikom prvog slusanJa ne razumete svaku rec. lmajte malo strpljenja: samo ukoliko i posle ponovljenog slusanja imate poteskoca, trebalo bi da procitate tekstove. (Reci i izrazi pored kojih stoji * prevedeni su u odeljku Alphabetical word list na kraju knjige.)

� Aktivno ucestvujte Govorite, kada vas na to upucuju vezbanja

� Radije ucite kraca poglavlja, ali cesto i koncentrisano

Uz pomoc siva markiranih polja (npr. ;�,) brzo c'ete naci pravi CD i broj odgovarajuceg vezbanja.

Zelimo vam puna zabave i uspehal

3

SADRZAJ

1 Arts Administration The difference between working on your own or for others

2 Banking Why a British banker loves living and working in New York City

3 Bookkeeping and Accounting Keeping track of money in a busy American restaurant

4 Management Consulting

Teaching people in international companies to understand

different cultures

Slnsurance

Why Americans insure everything

6 Import I Export How to succeed in selling Italian wines to Americans

7 Public Relations

Why the field of public relations attracts so many women and how it works

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8 Advertising Broadway is a business and the show goes on- if the advertising is good 40

9 Freelance Consulting The challenges of working from a home office

1 0 Architecture Understanding the essence of what the client really wants

11 In-company Training Why has in-company training changed over the past years

12 Career Counsellor and Management Training Advising people on all levels in their professional lives

13 Intercultural Experiences How integrating abroad can be quite difficult

14 Colleges and Business Why a college is also a type of business

Business abbreviations

Alphabetical word list

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�I? We're going to take you to a few countries around the world to listen

to people talking about their professional lives. They won't always be easy

to understand immediately, but after you've listened to the interviews a few times and have done the exercises, you will find your comprehension, as well as your ability to understand different English accents, greatly improved. That's the point- perfecting your knowledge of Englisch as well as learning more

about business practices around the globe. So let's begin.

1 ARTS ADMINISTRATION

Hannah Horowitz

Hannah Horowitz, a Londoner, is currently an arts administrator for Council. In this position she organises concerts and exhibitions

throughout Great Britain. Before joining the Council, she ran* her own concert agency, Horowitz Management.

Michelle went to her office in central London and asked her to explain how

she first got into this field.

INTERVIEW

Well, I set up* a concert agency business. And that meant that I had a number

of artists that I represented* and acted* as an agent for. To act as an agent for artists, as with other businesses, means that you work on a commission* basis.

And my job was to try and sell them to promoting* bodies around the country. You work so far ahead, and the commission is so comparatively small, that one

has to carry the overheads* for a period of up to two years before the event* takes place because you don't get paid until the actual* performance*.

What are the qualities you need to be successful in business!

An understanding of the cash flow system*, which I left rather to the side

thinking that I would find time in the month to do it. But I think what one really needs is to have a very, very careful eye on the details and to know practically every day where you stand financially, and what your outgoings* and potential* income can be.

I believe that's the problem that most small businesses face. Is there any way to

overcome this problem, being one person running* your own business?

6

I'm not sure. First of all, you're working 25 hours a day, and you have to do everything. I think you just have to keep on doing it and know that you've got something which is marketable*. I think you've got to have an enormous

amount of faith* in what you're selling. You must have done a considerable

amount of research* before, to have as good an idea of whether you're filling a

market gap* as anyone with large resources* at their disposal* to do that. And you just have to plug* on. And I think perhaps also a friendly bank manager

who's not going to pull the plug* just at the point when you know that other people are slow payers. I think that one of the problems that small businesses face is that the big people and the suppliers* think that they can just crush* them underfoot by not paying.

But as somebody who now is working in a structure*, what is the difference

between working in a structure and working on your own?

For me, the difference is that basically I'm using the same talents that I used

when I had Horowitz Management, I'm selling in the same way, in a sense to the same people, but I'm getting paid for it. I still have to look for projects,

I still have to try and encourage the same promoters* that I used when I was Horowitz Management. But the strange thing is, and maybe this is a particularly English trait* that because I'm not asking for commission, they listen to me much more readily*.

The idea of a businessman, or businesswoman, as somebody whose job it is to

make money- is that considered, in Great Britain, something that's dirty that's not

done?

It's changing, but I think fundamentally the fact that you are trying to be successful- the British don't like people who are visibly* energetic and

successful, they try to pull them down a peg* or two. So that if you are an energetic, elbow-pushing*, businessperson, trying to make money out of what you're selling, they might reluctantly* buy it, but they don't see it as a challenge*.

7

DOWN TO BUSINESS

Vocabulary Comprehension

Listen to what Hannah said and answer the questions:

"To act as an agent for artists, as with other businesses, means that you work on a commission basis:'

On a commission basis. Does this mean: • to be paid as a technical partner?

• to receive a percentage of the payment or sale 7

On a commission basis means to receive a percentage of the payment or sale. For example: Most real-estate* agents work on a commission basis.

"One has to carry the overheads for a period of up to two years:' Overheads. Does this mean:

• the regular and essential business expenses? • the extra expenses7

Overheads are regular and essential business expenses. For example: Controlling the overheads is important for the good management of a company.

"What your outgoings and potential income can be:' Outgoings. Does this mean: • specific costs of your business trips? • expenses?

Outgoings means expenses.

For example: Our outgoings have been too high lately, we should be more careful.

"To have as good an idea of whether you're filling a market gap ... " To fill a market gap. Does this mean:

• to meet a commerical need7 • to take business risks?

8

To fill a gap means to meet a commercial need.

For example: The fax machine filled a gap in modern business communications.

"As anyone with large resources at their disposal to do that ... "

At their disposal. Does this mean:

• available for them to use? • waiting for them to get rid* of?

At their disposal means available for them to use.

For example: Large shipping companies need to have lots of containers at their disposal.

"The suppliers think that they can just crush them underfoot by not

paying:•

The suppliers. Does this mean:

• the people who sell them what they need7

• the people who need what they sel17

The suppliers means the people who sell them what they need.

For example:

If you do not deliver the goods when we need them, we will look for other

suppliers.

"They try to pull them down a peg or two:•

To pull someone down a peg or two. Does this mean: • to ·Increase a person's confidence7

• to reduce a person's confidence?

To pull someone down a peg means to reduce a person's confidence.

For example:

He sounds too sure of himself. You can be sure his boss will try and pull him

down a peg or two.

"If you are an energetic, elbow-pushing business person:•

Elbow-pushing. Does this mean: • aggressive, fighting for one's place? • physically violent7

Elbow-pushing means aggressive, fighting for one's place.

For example: Europeans are surprised by New Yorkers' elbow-pushing ways in business.

9

GRAMMAR

-The -ing form of verbs. Listen to Hannah:

"I'm using the same talents ... " "I'm selling in the same way ... "

"I'm not asking for commission ... "

"The fact that you are trying to be successful ... "

The Present Continuous is used to describe an action that is happening while you are speaking or will happen in the near future. Make sentences in the present continuous using the expressions we give you: For example: at the moment I to look for new ideas At the moment I'm looking for new ideas.

Now you do it: these days I to do a lot of business in Europe These days I'm doing a lot of business in Europe.

right now I business prospects I to look good Right now business prospects are looking good.

you I to see I the boss I tomorrow? Are you seeing the boss tomorrow?

currently I to try to understand the market I am currently trying to understand the market.

we I to launch I a joint venture We're launching a joint venture.

10

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2 BANKING

John Delf

John Delf is an executive vice president* of Barclays Bank in New York

Although he has lived in New York for over 15 years, he hasn't lost anything of his impeccable* English accent

And now, over to John Delf. Michelle went into the very dignified* offices of

Barclays Bank in Manhattan and asked John to explain the Barclays system.

INTERVIEW

Well, Barclays Bank is a global, international organisation, headquartered*

in London, and very familiar to people who visit England because we have somewhere between two and three thousand branches* spread* throughout

the United Kingdom.

In America, we have several operations*. My operation here is the private bank,

which provides specialised services for the affuent*, those people who own

businesses and who run large companies that don't have the time to take care of their banking requirements themselves, but who need specialised attention.

Why would an American go to Barclays instead of an American bank to invest his

money?

Well, the relationship between a banker and a customer is a very personal relationship. It's predicated* on people's ability to provide a service and to

understand their needs. Now, why would they come to Barclays as opposed* to another bank? Well,

there are only a few large banks that can handle the needs of people who

have national interests* in the United States. In the United States you have

approximately 13,000 banks spread across the country and it is still not possible to run branch offices across some state lines*.

Therefore, regional and local banks have a comfort level* with their particular geographical areas, but the more affuent customers may have interests on the

West Coast, in the South, in the Midwest, and also in the New York area, and

sometimes, of course overseas, as well.

Does being a British bank give you certain advantages in the United States or do

you have more disadvantages?

12

Ah, leading question. I think being an International bank gives us advantages. I'm not sure that the fact of being British is important. Many of our customers are involved* with global* bus·lness themselves and therefore, you know, they're identifying with a bank that's also involved with global business.

What are the qualities that Barclay[s] or any bank would look for in hiring on a

young person as o management trainee*, for example?

Well, today we do have management programmes, and we're looking for people that are academically well-qualified, we're looking for people who are self-motivated, we're looking for people who have a desire to learn and, above all, a level of common sense*. Because at the end of the day* we want managers who can make decisions, who can assess* business opportunities and can develop, if develop is the right word, an entrepreneurial* spirit. Because the whole world is changing, and there's got to be people who can adapt to that change and help the bank profit from it.

Well that leads me to my last question about change. Whats it like for an

Englishman to work in an American business situation? Is it stimulating, is it

frustrating, is it challenging*? And do you still feel yourself more British than

American when you're doing business?

Well, I love it. When I first came to New York I didn't enjoy living here. But it grew* on me and now I frankly* prefer living here to living elsewhere. From the employment side, from working here, I find ·It a much more challenging and exciting place to work. I found working in London frustrating. I found that the opportunities were not there. But it may be that I've been part of a growing organisation over here and that automatically provides more opportunities.

How would you describe Americans and their business sense*?

Americans are very entrepreneurial.

What does that mean?

It means that they're never short* of ideas of how to start new businesses,

to exploit* new opportunities, and their thought horizons* are much wider because it's always been a land of opportunity and I suppose people have inherited* this freedom of thought and opportunity.

13

DOWN TO BUSINESS

Vocabulary Comprehension

Listen to some of the phrases John used and answer the questions.

"Well, Barclays Bank is a global, international organisation, headquartered in London:• Headquartered. Does this mean: • where its main office is? • where most people work?

Headquartered means where its main office is. For example:

It is very difficult to enter the CIA headquarters in Langley, Virginia.

"My operation here is the private bank, which provides specialised services for the affluent:• The affluent. Does this mean:

• people with a lot of influence?

• people with a lot of money7

The affluent are people with a lot of money.

For example: The affluent make a lot of money from their investments.

"It's predicated on people's ability to provide a service .. :• To be predicated on. Does this mean: • to be based on?

• to consist of?

To be predicated on means to be based on. For example:

Fair trade is predicated on all parties agreeing to the same restrictions.

"Well, there are only a few large banks that can handle the needs of

people who have national interests in the United States:• To handle. Does this mean:

• to experiment with? • to take care of?

14

To handle means to take care of.

For example: Some days I can't handle all my work. I need an assistant.

"We're looking for people that are academically well-qualified:' Well-qualified. Does this mean

• having the right training?

• having the right connections?

Well-qualified means having the right training. For example:

Her curriculum vitae* shows that she is well-qualified for the position.

"We want managers who can make decisions, who can assess business opportunities:'

To assess. Does this mean:

• to look for7

• to evaluate?

To assess means to evaluate. For example: I asked my stockbroker to assess the value of my current* investments.

Vocabulary Development

- "Americans are very entrepreneurial:'

An entrepreneur is entrepreneurial, possessing entrepreneurial skills. Now you create adjectives from the following:

A secretary has skills.

secretarial

A manager has skills.

managerial

An editor has skills.

editorial

15

3 BOOKKEEPING AND ACCOUNTING

Mickey Stukenbrook

Mickey Stu ken brook is the bookkeeper* of Mickey Mantle's, a restaurant in New York City. As their bookkeeper, or accountant*, she is responsible for

following and recording* all the financial transactions that go on in the

restaurant. Mickey comes from an Italian family and grew up in Long Island.

She is a very dynamic person and speaks just the way she acts and thinks. And now, over to Mickey Stukenbrook. Michelle found her in a basement office, behind the kitchen.

INTERVIEW

So, Mickey Stukenbrook, you're the bookkeeper of Mickey Mantle\ this very successful restaurant here in the centre of New York. Can you describe your job for me?

In addition to keeping track* of the daily cash register* functions of the restaurant, it also involves standard accounting*, accounts receivable*, accounts payable*, payroll*, and so on and so forth*. It's a complete set of books.

How did you get the job? Whats your educational background to become a bookkeeper for a restaurant?

Actually, no educational background. I was taught accounting on the job*, by a controller of a Florida company who requested that I work with her, and she groomed* me to replace* her.

What are the qualities that you need to be an accountant?

You need to be very detail-oriented, you need to have a high concentration level, and you need to really pay attention to detail.

Can you describe what your hours are, and what essentially you do during the day?

My hours are frorn nine to, let's say, seven. Well, the first thing that I do in the morning is to reconcile* yesterday's cash. That is to count the cash in the cash registers, take out the bank* that they started with, and then replenish* it with

16

g,

small bills* so that they will have change in the morning to, you know, begin the daily business. Then reconcile all the charge cards* against the computer print-out tapes which tell us what was sold, in American Express and Visa and so on and so forth. What makes restaurant accounting different than accounting anywhere else is the pace* at which you work, which is very fast, and the conditions* under which you work, which are not plush*, and often very noisy The number of transactions are tremendous*, and they happen very, very fast. So you've got to almost be like an octopus*

Well what is it that you like about the job?

The pace! The pace. I am a fast, energetic person and I would probably be very bored in a big accounting firm. I wouldn't like that.

What's the worst part of the job?

The worst part of the job is trying to get things to balance because you're fed* information by unprofessionals. You're fed information by waiters and waitresses who are working at a computer, and they just really want to get in and get out and get their tips*, and you know- under-rings*, over-rings*, American Express should be Visa, Visa should be Master Card and so on and so forth.

For a young person who likes figures* and wants to go into accounting, what kind of qualities do you think you need to be successful at this job?

If it's not in the restaurant business, you have to be quiet, soft-spoken*, detail­oriented and just be able to sit at a desk all day and plug* away- you know, at numbers and adding machines. And you should get a pair of glasses very early on in your career.

DOWN TO BUSINESS

Vocabulary Comprehension

- Listen to some of the phrases Mickey used and answer the questions.

"In addition to keeping track of the daily cash register functions of the restaurant ... " A cash register. Does this mean: • a machine which gives moneyl • a machine used to enter* sales?

17

A cash register is a machine used to enter sales. For example: You should never leave a cash register open in a busy store.

"I was taught accounting on the job:' On the job. Does this mean: • while waiting for a job7 • while working at the job7

On the job means while working at the job. For example: Often the best way to learn is on the job and not in school.

"What makes restaurant accounting different than accounting anywhere else is the pace at which you work:' The pace. Does this mean: • the activity? • the speed7

The pace means the speed. For example: I can't believe the pace at which she types letters.

"The number of transactions are tremendous, and they happen very, very fast:• Transactions. Does this mean: • communications by telephone or fax? • exchanges of money or sales?

Transactions are exchanges of money or sales. For example: Most people enjoy business transactions which are concluded* very quickly.

"The worst part of the job is trying to get things to balance:• To get things to balance. Does this mean here: • to get things weighed and measured? • to make sure the money spent is equal to the money received?

To get things to balance means to make sure the money spent is equal to the money received. For example: I just can't get my budget to balance. I always spend more than I make.

18

"They just really want to get in and get out and get their tips:• Tips. Does this mean: • extra salary benefits? • extra money customers leave for the waiter or waitress?

Tips means extra money customers leave for the waiter or waitress. For example: Most waiters depend on tips to augment* their low salaries.

PRONUNCIATION

-Bookkeepers deal with figures throughout their professional life.

Repeat these figures: twenty-three I six hundred and forty-two I sixteen thousand I sixty thousand I six hundred and sixteen I eight million

Now repeat these currencies: pounds I dollars I yen

Repeat these sums: two hundred thousand pounds I seventeen dollars I two pounds fifty I one hundred and thirty thousand yen

GRAMMAR AND PATTERNS

B "What makes restaurant accounting different than accounting anywhere else is the pace at which you work:'

Use the same pattern to express the ideas below.

For example: It's nice to work here because the atmosphere is relaxed.

What makes working here nice is the relaxed atmosphere.

Now you do it. Business studies are interesting because of their practical aspect.

19

What makes business studies interesting is their practical aspect.

Selling is difficult because of stiff* competition.

What makes selling difficult is the stiff competition.

Businessmen look for partners because they need to develop.

What makes businessmen look for partners is their need to develop.

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__________ _

4 MANAGEMENT CONSULTING

Irene Rodgers

- Irene Rodgers is the associate director* of InterCultural Management

Associates (ICM), located in Paris, France. She grew up in New York City and was

educated there. However, she has lived in France for over 20 years, and spends

a lot of time communicating with people from different countries. That is why

she speaks clearly and emphatically*. And now, over to Irene Rodgers. Michelle went to the ICM offices, and asked Irene to explain why cultural differences are important to international business.

INTERVIEW

When we travel around the world, we go from, from North America to Northern Europe to Africa to Asia to Latin America, we quickly notice that what we're being served in our plates, and the way the food looks, tastes, how we eat it, is very different from one country to another, one part of the world to another. And when we travel around and we look at cities, we're also very much aware of the fact that we're in different cultural areas*. And the question 1s, is there any reason why international businesses should have escaped* the impact* of cultural differences? ICM says certainly not. And in the work that we've done with international organisations we've seen repeatedly that cultural differences have an impact. They have a crucial* impact on internal communications, that is everything that has to do with how relationships are organised within a company. And companies today that are international are faced* with crises* all the time because they're in different markets, they're in countries with different political systems. And what we've found is that, not surprisingly, it's hard enough to communicate within a monocultural environment: as soon as you cross cultural boundaries*, it becomes extremely complicated. And ICM ran* a study with the 150 top companies from France in the "Expansion*" listing*. 87 of them replied, and when they commented about multicultural management teams, they said yes, there are advantages that have to do with being more able to visualize* a global strategy, being more creative and complementary*. And there are also disadvantages in terms of decision-making, it takes longer. There are disadvantages in terms of understanding one another and sharing a common vision* of where we want to go.

21

So your job is to work with managers from different countries who work for the same multinational organisation?

Yes. We will work with that multicultural management team, taking a look at the strategic objectives*, and clarifying* and verifying* that everyone is really understanding the objectives in the same way, in the same language, even though the language may be French or English or German, or, or Japanese, that words are meaning the same thing.

Are these goals attained* and the success acknowledged by helping people recognise each other's cultural differences?

I'm thinking of one client that we had, it's a company in the office furniture sector, subsidiaries* in Europe running from Scandinavian countries down to Southern European countries, Italy and Spain, through France, UK and Germany. And this company was looking for a European market positioning* statement. That is, a statement that they could use in their advertising, on the various markets, in Scandinavia as well as in Italy. We got together the group of managers-of top people- from the various subsidiaries, and started looking at what the key values* related to the company and that could work on their markets were. And we found some very interesting things. For example, the Scandinavians, the British, the Dutch said, "Ergonomic*, that sells on our markets:' The Italians and the Spaniards said, "Ergonomic? Give us design!" I mean, they couldn't have cared less* about ergonomic. Then we looked at a term like international, because everyone talks about being international, and the British said, "We don't like international because to us it means American:' The French thought international was great The Swiss said, "There's no point selling international in Switzerland because Swiss is better:' And so they dropped* this notion* of international, but they settled* on European. Cultural differences appear all the time when it comes to management The trouble with cultural differences is that they don't lead to disagreements

-disagreements we all recognise*, we all can pinpoint* them and talk about them-they lead to misunderstandings.

22

. companies operating under the control of others?

DOWN TO BUSINESS

Vocabulary Comprehension

- Listen . to some of the phrases Irene used and answer the questions.

"And when we travel around and we look at cities, we're also very much aware of the fact that we're in different cultural areas:• To be aware. Does this mean: • to have a strong reaction 7

• to recognise?

To be aware means to recognise. For example: Are you aware of the price of gasoline in different countries in the world?

"There are advantages that have to do with being more able to visualize a global strategy:• A global strategy. Does this mean: • a rounded strategy? • a strategy concerning the whole world?

A global strategy means a strategy concerning the whole world. For example: Rich nations should establish a global strategy to end the world's food crises .

" ... subsidiaries in Europe running from Scandinavian countries down to Southern European countries:• Subsidiaries. Does this mean: •

• minor* companies?

Subsidiaries are companies operating under the control of others. For example: Large U.S. firms have subsidiaries all over the world.

·� .. and started looking at what the key values related to the company and that could work on their markets were:• The key value. Does this mean: • the most important value? • the newest value?

23

The key value means the most important value. For example: The key value for Yuppies in the '80s was money.

"And so they dropped this notion of international, but they settled on European:' A notion. Does this mean: • a written paper? • an idea?

A notion means an idea. For example: I have some notions about making budgets, but I need to learn more.

"Disagreements we all recognize, we all can pinpoint them and talk about them:' To pinpoint. Does this mean: • to solve? • to locate or identify7

To pinpoint means to locate or identify. For example: If you can pinpoint the problem, we can deal with it.

PRONUNCIATION

- Repeat the places exactly as they were said in the interview.

North America I Northern Europe I Africa I Asia I Latin America I France I Southern European countries /Italy I Spain I U.K./ Germany I Scandinavia I Switzerland

Selective Comprehension

- Which is correct?

Two people have concluded their business after much discussion. Have they: • made an agreement? • reached an agreement?

24

They reached an agreement. To reach an agreement means to agree after a period of time and discussion.

Which is correct7 The directors of a new company can't decide between two names. They finally: • settle on one? • set down one 7 They settle on one. To settle on something means to finally decide on it.

Which is correct7 Some statistics on consumer fitness need to be collected. A marketing company is asked to: • run a study? • study a run?

They are asked to run a study. To run a study means to carry out research.

25

SINSURANCE

Howard Kaye

B Howard Kaye is an insurance broker*. As president of Walter Kaye

Associates, in New York City, he sells insurance policies* to clients* in different

professional areas. Howard grew up in the suburbs* of New York City and

speaks very quickly, and, like many Americans, not always very clearly. And now, over to Howard Kaye. Michelle interviewed him in his office in mid­town Manhattan and asked him to describe his company.

INTERVIEW

Walter Kaye Associates is a privately-held* insurance brokerage. Among the privately-held firms- there are public and private firms- among the privately­held, we're the second-largest privately-held firm in the country today. Among the public and private we're the fifteenth largest company. We have 350 people. We have offices in New York, California, Chicago, Connecticut and Rhode Island. We're the only firm that's ever reached our size by internal growth without an acquisition*. We're an interesting firm- very aggressive firm.

Can you describe all the aspects of this company?

We're an insurance brokerage firm. What that means is that we are the middlemen* between insurance companies and the consumer. Someone will pick up a phone and call us up to study their corporate* insurance. We, as insurance brokers, will go meet with them, we will find out exactly what they do, we will study their insurance needs, we will pick up all their policies, we will then write up specifications* and go to an insurance company. And, through the insurance company- negotiate*, to try to get their insurance at a better price for better coverage*. We then go back and we write a report on apples for apples, and apples for pears, then go to the potential customer and we try to sell them insurance on that.

What is apples for apples and apples for pears?

What that means is we sell people on a two-fold basis*. One is the price they're paying now, and what price we can do it for, for the same coverage. We also then put on an addendum* of what they're paying now and what we recommend their coverage should go to and how much more that will cost.

26

:M

Insurance is a very big business in the United States. Why?

Because everyone needs insurance. Because people buy insurance to protect their, their assets*. And it's a necessity. I don't know what, what it is in Europe. There's one reason why it's larger here than in Europe, one major reason. We're a very liability-conscious* country. When somebody slips* and falls, when somebody has a problem, they sue*, OK, and that's not what happens in Europe. Europe usually doesn't have liability claims*.

But explain to me- because you hear about people going to cocktail parties and falling down and suing the person who's invited them to the party. Why are Americans so ready to sue somebody for an accident that happens to them?

Why do I really think it happens? I think it's-we're a litigious* society where everybody sues everyone. We're just a very litigious-conscious society. When you're in Europe, when you're in Paris and if you fell in a restaurant, the first thing you would not think about doing is suing the restaurant. Here, right away* somebody contacts a lawyer* and they sue.

I've read a report recently where a woman was suing an alcohol company because her baby was born with a birth defect. Can a company insure itself against those kinds of claims?

Well, maybe the most famous cases in this country were the asbestos* cases -where the asbestos was put into many many properties*, many buildings, and 20 years later, it came out that there were cancer(s)* that came out of the asbestos. And the insurance companies ended up paying millions and millions of dollars. Today, you cannot insure somebody for an asbestos exposure*. But back then the answer was that they covered it and they had a liability* on it.

What kind of qualities does somebody need to sell insurance? What kind of qualities do you look for when you hire somebody into this business?

I think the number one ability, when it comes to selling insurance, or going into the industry, you have to basically like people and be interested in what people do for a living. And, you know, just enjoy being with people. Because this is a tremendous contact business where you have a lot of communication, you meet lots of different people. Probably the most interesting part of this business is the exposure to many, many different types of businesses and many different types of people.

27

DOWN TO BUSINESS

Vocabulary Comprehension

R Listen to some of the phrases Howard used and answer the questions.

"We're the only firm that's ever reached our size by internal growth without an acquisition:' Acquisition. Does this mean: • something you have bought? • something you have found?

Acquisition means something you have bought. For example: The Japanese are making many acquisitions in the U.S. media industry.

"What that means is we sell people on a two-fold basis:' Two-fold. Does this mean: • offering two possibilities? • costing twice as much?

Two-fold means offering two possibilities. For example: The value of this strategy is two-fold: it's quick and it's inexpensive.

"We're a very liability-conscious country:' "We're just a very litigious-conscious society:• Liability-conscious; litigious-conscious. Does this mean • people are always thinking about lawyers? • people are aware of their legal rights?

Liability-conscious I litigious-conscious means people are aware of their legal rights. For example: Americans are so litigious-conscious that lawyers make a fortune.

"Here, right away somebody contacts a lawyer and they sue:• To sue. Does this mean: • to start a legal case against someone to get money? • to organise a plan of action?

28

M

To sue means to start a legal case against someone to get money.

For example: After the accident, she sued the taxi company for $5,000 for her injuries.

"And the insurance companies ended up paying millions and millions

of dollars:' To end up. Does this mean: • to finally do something? • to be forced to do something?

To end up means to finally do something.

For example:

After days and days of arguing, they ended up accepting our offer.

"You have to basically like people and be interested in what people do

for a living."

What people do for a living. Does this mean: • the way people live?

• the way people earn money?

What people do for a living means the way people earn money.

For example: What I do for a living and what I enjoy doing are two separate things.

Pronunciation I Stress

Listen to Howard: "We are an ' interesting firm. Very aggressive firm:' . "We're a very liability-conscious country ... "

The word "very" is used here as an adverb that qualifies an adjective.

The phrases below use both adverbs and adjectives. Repeat them stressing

the adverb to give more weight to your idea.

a very competitive product

an extremely delicate matter a totally commercial strategy

a relatively uninteresting result

Now listen to Howard naming the locations of his company's branches:

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"We have offices in New York, California, Chicago, Connecticut and

Rhode Island:'

The names of some U.S. states are relatively difficult to pronounce. Repeat: Arkansas I Connecticut /Illinois /Iowa I Massachussetts

And now for some cities: Phoenix I Des Moines I Chicago I Los Angeles

30

6 IMPORT/EXPORT

Peter Matt

- Peter Matt is an American wine importer. As president ofWinebow, Inc.,

New York, he has learned that for his business it is very useful to speak different

languages. Peter comes from Connecticut, which accounts for what he calls the "tanginess*" of his accent.

And now, over to Peter Matt. Michelle asked him to explain how he got into

the business of importing wines.

INTERVIEW

My particular business is ten years old, and it was started by three men. The purpose of the company, as we envisioned* it, was to import Italian wines and distribute* them throughout the United States. But we thought that, as a way of getting started in doing this, we would also wholesale*, that is to say sell the wines to retail stores and restaurants and hotels, in what we call our local market. And we defined that as the two states of New York and New Jersey. So we started out, basically working out of my partner's house. And we set up our office there, and he and I went out and we sold them, we peddled* them, door-to-door so to speak. And we thought that once this business got big enough we'd be able to establish* some brands and distribute them across the country, which was our initial purpose*. We soon found out that we would walk into a store, for example, and say,

"Mr. Customer, we've got some great Italian wines for you;' and the customer would say, "Weil l don't need any Italian wines. You have any California wines7 How about some French wines?" "Well no, we don't have any of those:' And the next time we got together, the three partners, we said, "Well gee*, if we had some California wines or some French wines this would be an

opportunity* that we wouldn't have to pass up when a customer made that kind of remark." So, we expanded the product line*. We found California wines, and we found some French wines, and before we knew it we were up to our ears in the day­

to-day details of running a wholesale company*.

What are the difficulties in importing wine into the United States?

Well, I think the most relevant difficulties have to do with the fact that all

alcoholic beverages are regulated by federal* and state laws. You can't trade in

31

alcoholic beverages the way you can trade in pants* or shoes or even

automobiles. But as a kind of relic* of our Prohibition, we have all kinds of

regulations* pertaining* to the sale and distribution of alcoholic beverage*. The Federal Government says, generally speaking, that if you import a wine

you have to provide a certificate of origin*, which is a form of guarantee

that this wine is a genuine* product from that country. You have to show

the Federal Government a label* in which certain information, required

information, is provided to the consumer. And you have to pay a Federal

excise* tax, what we call a duty*. That's really all the Federal Government requires of us. At the state level, we have to go through a variety of other hoops*, depending on which state we're in.

And it's those hoops that keep your business very active?

That's one of the things. We try not to spend too much time on regulation

because we have the same problems that all other business people have, having to do with marketing and sales and administration and data

processing. Those are the real problems of the business.

For a young person who wants to set up an import business, what are the qualities you think you need to be successful?

I think it's very helpful to speak a foreign language. Very often the relationships

between people are important in getting a business going, and I think it's

been helpful for us to be able to have a person-to-person exchange with our

potential suppliers, and they get some kind of feeling for who we are, and

likewise we can get a feeling for who they are, in their own terms.

You also need, I think, some feeling for trends in currency*. You don't want to buy when your currency is weak with respect to the one where your supplier does his figures. And vice-versa, you want to take advantage of opportunities

when your currency is strong.

Other than that, I think that importing is like everything else. You have to have

a sense for your market. I mean, there's no point trying to sell people things that they don't want and you have to have a mind* for controls; nobody can run a business if you don't know what's in the bank and where it's going.

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DOWN TO BUSINESS

Vocabulary Comprehension

�t:ZI Listen to some of the phrases Peter used and answer the questions.

"The purpose of the company, as we envisioned it, was to import

Italian wines and distribute them throughout the United States:'

To distribute. Does this mean:

• to supply to shops or businesses?

• to open for business?

To distribute means to supply to shops or businesses.

For example:

If I could distribute Coca-Cola in China I'd be rich.

"We would also wholesale, that is to say sell the wines to retail stores and restaurants and hotels:•

A retail store. Does this mean

• a store which sells to the publici

• a store which sells to professionals?

A retail store is a store which sells to the public.

For example:

In the US, many retail stores are open on Sundays.

"This would be an opportunity that we wouldn't have to pass up .•. "

To pass up an opportunity. Does this mean:

• to give someone an opportunity?

• to miss an opportunity?

To pass up an opportunity means to miss an opportunity.

For example:

I would never pass up an opportunity to hear Luciano Pavarotti in concert.

"Which is a form of guarantee that this wine is a genuine product from

that country:•

Genuine. Does this mean:

• authentic?

• natural?

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Genuine means authentic.

For exam pie: It's sometimes difficult to tell a genuine piece of jewellery from a good copy.

" ... and likewise we can get a feeling for who they are:•

Likewise. Does this mean:

• in the same way? • in a friendly way?

Likewise means in the same way.

For example:

They refused to pay and we did likewise.

Vocabulary Development

Listen to the following list of words and decide which one doesn't

Tax- duty- cheque

Cheque. Cheque means money written on paper. Tax and duty are money paid to the government on products.

Retail- customers- wholesale Customers. Customers are people who buy things.

Retail and wholesale are two ways products are sold.

GRAMMAR: PREPOSITIONS

- in/to/on

Peter used lots of expressions followed by prepositions. Listen:

"We have all kinds of regulations pertaining to the sale ... "

"You can't trade in alcoholic beverages ... " "We try not to spend too much time on regulation:•

Now listen to the following sentences and add the correct preposition: in, to

or on.

Our government imposes taxes_ alcohol and tobacco.

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On. A tax on something. Repeat: A tax on petrol.

Your comment on state tax doesn't pertain_ our discussion. To. Pertain to something. Repeat: This doesn't pertain to me.

Those wines are provided_ American distributors. To. Provide to someone. Repeat: The service was provided to them free of charge.

Canon doesn't only trade_ camera equipment. ln. Trade in.

Repeat: I hate people who trade in arms.

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7 PUBLIC RELATIONS

Victoria Fuller

. t:l:ill Victoria Fuller speaks a most proper English. Her accent helps her in

her field of public relations* where she must communicate daily with a large

number of people. Vivienne went to her lovely offices in the Chelsea district of London and asked her to describe the new company she recently created herself

INTERVIEW

Well, my company is called ZFL Public Relations, and the initials are taken from

the three original partners in the company. The Z is actually* no longer with us.

And the F is my surname, Fuller, and the Lis my partner's surname, Robert Lyle. I am currently* the managing director, and Robert's main role in the business is that of marketing director.

And we decided from day one that it's absolutely essential* in any small business to have at least one person that is out there* constantly looking for

new business, out there selling the company, so that we have a steady stream* of proposals* going out, we're constantly pitching* for new business. I think

it's very easy for small companies to win* a couple of big accounts, and then

just to sit back on their laurels* and think, you know, we'll be OK for the next six

months.

Could you tell me something about the route you took to get into this field of work?

Well, I didn't get into public relations through the conventional way of studying it at university, and then taking a job with an agency, which is the

usual way of getting started. I was at a loss* of something to do, and I had to

look at what my qualities were, and as corny* as it sounds, I do enjoy working with people, and dealing with people, and therefore I was looking for a

people business. And everybody said to me, "How about public relationsl" And my immediate reaction was, well, what is public relationsl And I think

it's a question that a lot of people ask, and my personal feeling is that people actually in the PR business don't often understand exactly what is public relations.

36

la'iiiti

So what is public relations?

Well, I think the simplest way of describing what PR is in relation to the work we do for our clients, is presenting a client in the best possible light* to its public That is basically what most of our work consists of

Public relations, this magic term, has it always existed, or as we've become more media-oriented in general has it increased in importance?

Yes, I think public relations has always existed, but it's only really come* into its own in perhaps the last 20 years. And without a doubt it was the Americans that first picked* up the necessity* of having public relations in a company and realising the importance of a company projecting its image* to the outside world.

It seems to me a lot of women are working in public relations. Is it something where

men and women are equally represented? Or is it more a woman's job?

No, I think it's definitely an ·Industry that's attracted a lot of women. And cruel*

people might say because you don't need specific qualifications to get into the industry that it's attracted a lot of women. But ultimately* I think because it is a people business. And I think women, on the whole*, are a lot better with dealing with people.

So what kind of qualities do you need? You said you chose it because you like

dealing with people. Is that enough? What else do you need?

No, I think you need to have a very organised mind. I don't think that there's

anything particularly ingenious* about PR work. At the end of the day, it's being incredibly* organised, and it's having the ability to sell.

Is there anything you've discovered that you really don't like about public relations?

An unanticipated* aspect?

Yes, I think a lot of people have this image of PR being an incredibly glamorous* business. And at the end of the day, it is, most of the time, bottom line*, hard work. And the majority of our work is actually conducted* by selling over the telephone. And in many ways, it's a glamorised* form of tele-sales*.

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DOWN TO BUSINESS

Vocabulary Comprehension

uB Listen to some of the phrases Victoria used and answer the questions.

"We have a steady stream of proposals going out:'

A proposal. Does this mean: • an invitation? • a suggested plan 7

A proposal is a suggested plan.

For example: There are many proposals for helping Third World countries.

"I think it's very easy for small companies to win a couple of big

accounts and then just to sit back on their laurels ... "

To win a couple of big accounts. Does this mean: • to get some important clients? • to receive money that is due?

To win a couple of big accounts means to get some important clients.

For example: She knew her company would make money after she won a couple of big accounts.

"I think public relations has always existed, but it's only really come

into its own in perhaps the last 20 years:'

To come into one's own. Does this mean: • to make profits? • to become fully developed?

To come into one's own means to become fully developed.

For example: It didn't take the fax machine a long time to come into its own.

38

GRAMMAR

Listen to Victoria.

"How about public relations?"

In English you use "how about" to make a suggestion, and it is followed by a verb in the -ing form.

For example, you're thinking of redecorating the office I to buy new lamps and chairs: How about buying some new lamps and chairs?

Now, you make some suggestions using "how about". You need more modern equipment I to lease a new computer and a fax machine: How about leasing a new computer and a fax machine?

You need to have a meeting I to organise: How about organising a meeting?

Your foreign clients are visiting I to take them to lunch: How about taking them to lunch?

PRONUNCIATION

Listen to what Victoria said.

"That is basically what most of our work consists of:•

Consists. It's quite difficult to pronounce word endings made of s +a consonant+ s

Repeat the following:

Tasks. My secretary does all those tasks very well. Rests. The solution now rests in their hands.

Tests. How many tests do your products go through? Insists. I wonder why he insists so much.

Risks. Yes, and they say there are risks.

39

8 ADVERTISING

Mike Mones

B Mike Mones is vice president of Serino, Coyne Inc. in New York City. This advertising* agency is located in the theatre district and Mike is responsible for advertising and promoting* many Broadway theatre productions. A native New Yorker, he speaks with a definite New York accent

And now, over to Mike Mones. Michelle spoke to him in his office on Broadway and asked him to describe his job.

INTERVIEW

I am what is referred to in the advertising business as the account* executive. I am the liaison* person between the producer, who of course controls the production, and the ad* agency. There are other people involved, such as a press* agent for the show There's also a manager of the show Between myself, the press agent, the general manager and the producer*, we have discussions on how to proceed* to promote and advertise a show. I'm the person who has to communicate with copywriters*, artists, production people who execute* the jobs. It's my responsibility to get it done.

I imagine one of the constraints* of your job, then, is the budget. Do you have a

promotional* budget? Who, who decides on this budget? And then how do you

decide how that money is spent?

Hopefully, the producer is very foresighted* so that he has allowed enough money for advertising. And then depending upon the nature* of the show, what the budget is, we then attack it on the level* of: where are we going to get the most out of our dollars to bring in the most people to see the show We take that budget and break* it up into different portions .. some of it newspapers, maybe television if we can afford it, if the budget is healthy*, pos­sibly some outdoor, such as posters* that could go into our subways*. If we have enough money we might even buy a spectacular* sign* on Broadway itself And that's mainly because of tourists who come to Broadway, and really don't know where to go. Unfortunately, the signs are getting less and less, because as you may have noticed, there are so many new buildings going up on Broadway, and as these buildings go up, the signs are coming down.

40

i:ft

Advertising is a very glamorous kind of profession, and I'm sure a lot of people want to get into the advertising world. What are the qualities that you look for in a person who wants to join your firm?

Hopefully, the person has an advertising background. Probably that's less important than a feel for the theatre, and a love for the theatre and really being interested in it. We have a very special, close relationship with theatre people

and it's very unique unto itself. It's a very day-to-day kind of business. I mean, you have to realise that shows come, and could be gone in one week's time after the opening, if it's not critically received*. So there's a quick turnover*. There's not that longevity* where you can plan two years ahead, the way a big food company can do. We don't have the luxury of planning magazine ads months ahead of time*, which makes it kind of- very difficult, very hard, because I'll be changing an ad sometimes for tomorrow's paper, at 4:00/5:00

in the afternoon, race over to the 'New York Times' with it to get it there by 6:30, and you can actually pick up the paper at 10:30 at night with the ad that I brought over at 6:30 at night, and see the corrected ad in there. So it's very hectic. Most of the time it's very hard work.

You've been in advertising for almost all of your professional life. What is the quality you think you have that's made you so good at this field?

Well, that's a difficult question. I think probably the most important thing is, I

genuinely care*. I love the theatre. I think if you don't love what you're doing, sure, you can do a good job, but it just goes to a certain point. You'll take easy­way-outs*. I won't take easy-way-outs. I could say to a client, at 4:00/5:00 in the afternoon, "It's too late to make that name change in an ad tomorrow. We'll do it for the following day." I won't do that. I will bend* over backwards and make that change because it's important to the producer, it's important to the show.

And I guess the end result is, it really works for the ad agency too, because the longer a show runs, the more successful it is, the more advertising will be done, the more income we'll get from it too. So it really works both ways.

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DOWN TO BUSINESS

Vocabulary Comprehension

- Listen to some of the phrases Mike used and answer the questions.

·� .. maybe television if we can afford it, if the budget is healthy:' A healthy budget. Does this mean:

• a budget with enough money?

• a budget without enough money?

A healthy budget means a budget with enough money. For example:

If you have a healthy advertising budget you can really promote your product.

"Hopefully, the person has an advertising background:' The person has an advertising background. Does this mean:

• the person comes from a family of advertisers?

• the person has already worked in advertising?

The person has an advertising background means the person has already worked in advertising, has experience in advertising.

For example: You have to have a background in computers to get a job at IBM.

"So there's a quick turnover:' A quick turnover. Does this mean:

• the other side?

• a lot of change?

A quick turnover means a lot of change.

For example:

Fast food restaurants have a very quick turnover of clients.

"I think probably the most important thing is, I genuinely care:' To gen11inely care. Does this mean:

• to have a real interest? • to think about something because you have to?

To genuinely care means to have a real interest.

For example:

I genuinely care about the problem of refugees* in the world.

42

"You'll take easy-way-outs. I won't take easy-way-outs:•

The easy-way-out. Does this mean: • the nearest exit? • the fastest, but not necessarily the best, solution?

The easy-way-out means the fastest but not necessarily the best solution.

For example: There is no easy-way-out of the problem of inflation.

"I will bend over backwards and make that change:'

To bend over backwards. Does this mean: • to move around? • to make every possible effort?

To bend over backwards means to make every possible effort.

For example: Most bank managers will bend over backwards to help their rich clients.

Intonation

-The word hopefully expresses one's hopes that something will happen.

Listen to Mike:

"Hopefully, the producer is very foresighted so that he has allowed

enough money for advertising."

On the contrary, unfortunately expresses regret or disappointment.

Listen to Mike:

"Unfortunately, the signs are getting less and less:•

Both "hopefully" and "unfortunately" must be stressed when you want to convey* your feelings.

Change the following sentences using "hopefully" and the key words suggested. Watch your intonation I For example:

They didn't do a very good job I next time: Hopefully, they'll do a better job next time.

Now you do it.

43

The agreement was not reached today I tomorrow:

Hopefully, the agreement will be reached tomorrow. The deal was not satisfactory I the next deal: Hopefully, the next deal will be satisfactory.

Now use "unfortunately': For example: I wish I could afford that car I can't right now: Unfortunately, I can't afford that car right now. Now you do it.

We hoped he would explain his position I he didn't: Unfortunately, he didn't explain his position.

We expected good returns I didn't get them: Unfortunately, we didn't get good returns.

The word "won't" stresses someone's decision not to do something.

Listen to Mike: "I won't do that:'

Now repeat these sentences stressing your determination:

They think they can make us sell. We won't! She won't do overtime, even if you pay her. Well, then, if she won't, I won't either!

44

9 FREELANCE CONSULTING

Greg Arena

- Greg Arena, a Canadian, has traveled and worked around the world. He

is currently working as a freelance* consultant for Fleet Logistics, a Belgian fleet company, that provides services around companys' fleets*. The company is headquartered in Belgium, but Greg is based in Germany. Angelique went to his home office* to find out about some of the services Fleet Logistics provide and what it's like working for an international company.

INTERVIEW

We also provide other services which have as part of you know operating a car, if you have a car, there are maintenance invoices*, there are invoices for something that's happened with the insurance company, there may be a tire change*, tire storage*, etc, etc. These are all the things you have to pay for when you have your own car, they have to be provided as well by the leasing company* that doesn't do it themselves, they're also aggregating the services* and then providing one invoice to their customer. So we check those invoices against benchmarks* that we have, we check them for mathematical accuracy*, etc. etc. We typically take out cost there again, because mistakes are made and lo and behold*, they are often in favor of the company sending the invoice. In this example it's the leasing company and so we make sure that, you know, those things are reduced. So it's a service all around the operation* of a fleet, without physically* handling the cars because the leasing companies continue to do that. They and their suppliers.

And the way I understood it you work, you work in Brussels or your company is located in Brussels.

The company, this client, is located in Brussels.

OK, so this involves a lot of traveling, probably.

It involves a fair bit of traveling.l work in my home office, which I like doing. Working too much in a home office isn't great either, because one of the challenges, or the difficult things, I find, is after I've been working at home, at my desk for a few days, I just need some people around, physically, that I can talk to. Of course they're always available by telephone, but we do a lot by web-con-

45

ferencing* or telephone-conferencing*. And depending on the project, and the need and the discussions, and the topics going on, there is a need to meet other people. And Fleet Logistics has their head offices in Brussels, they have offices across Europe, so depending on the project, I will go to the office that, well, where the work needs to be done.

Do different subsidiaries of your company handle things in a different manner depending on the country? Do you notice cultural differences?

Well, yes, there are definitely cultural differences, although you know Fleet Logistics- the company's been around for a while, but they were fairly recently reorganized, with a lot of, a lot of changes in the staffing* so that I think the differences that I observe have less to do with cultural differences than just with the fact that - you know- things are very new and people are still in

adjustment* phases and in that sense they are very international. I mean most of the offices have people from other parts of Europe or other parts of the

world outside of Europe, you know working there. So the company is, for a company that size, it has a very international flavor.

OK, what are some of the joys of your job?

Well, I enjoy the strategic parts. I mean, I've always enjoyed working in an environment where you're, well where there's change going on. And when

there's change going on, one, it's just exciting, it gets the adrenalin going, there's a lot of drive* in the people around you, the objectives are clear, you know you need to move forward, and so that's very motivating and that's one

of the motivating things about working with Fleet Logistics at the moment.

DOWN TO BUSINESS

Vocabulary Comprehension

- Listen to what Greg said and answer the questions.

"We also provide other services which have as part of you know

operating a car, if you have a car, there are maintenance invoices:•

Maintenance invoices. Are these:

• instructions for use of a carl • bills for services to keep something in a good condition 7

46

Maintenance invoices are all the bills you receive for services that keep an object (here a car) in good working order.

"They're also aggregating the services* and then providing one invoice to their customer:' Aggregating, to aggregate. Does this mean

• to combine?

• to distribute? To aggregate means to combine.

"So we check those invoices* against benchmarks* that we have:' Benchmarks. Does this mean:

• lists of objects?

• points of reference?

In this context, benchmarks are points of reference.

"We typically take out cost there again, because ·mistakes are made

and lo and behold they are often in favor of the company sending the invoice:' In favor of. Does this mean the mistakes are:

• positive for the company sending the invoice? • negative for the company sending the invoice?

In favor of means positive for the company sending the invoice.

"There's a lot of drive* in the people around you:' Drive. Does this here mean:

• exercise?

• energy?

Drive here means energy.

PRONUNCIAT ION

- Listen to the following expressions and note where the stress falls and

which parts of the word are spoken. Then repeat.

web-conferencing Now say: web-CONferencing

tele-conferencing Now say: Tele-CONferencing

47

maintenance

invoices

Now say: MAINtenance invoices

head offices

Now say: HEAD OFfices

cultural

differences

Now say: CULtural DIFferences

48

10 ARCHITECTURE

Maki Kuwayama

Maki Kuwayama grew up in New York City where she studied architecture. She spent most of her professional life in England and in Germany where she worked in various offices. She and her husband have opened their own office in the South of Germany.

Listen to Angelique ask her about cultural differences.

INTERVIEW

So, what's your educational background? How did you become an architect?

I went to a university and did a normal Bachelor of Arts*. I've a Bachelor of Arts in philosophy which was completely useless. There's nothing you can really

do professionally with that So I entered a master's program for architecture, which is standard in America that you do completely. Used to be when I was studying, that you do something completely liberal arts* for four years and then you go and specialize into architecture. Now it's changing a little bit There are more people who do a Bachelor of Architecture and then go for a Master's degree of architecture.

And then after you received your degree in the US, you worked there for a year, but

very quickly you left the US.

Yeah. Then I went to the UK and practiced there, because it's a different type of practice in the UK. In America, depending on the type of university you go to, you're streamlined* into someone who does working drawings, which are the details of how to build a building, or you become a designer and you design the building which is kind of, two separate routes that you take. The designer does the main design, gives it to the architect who does the working drawings* and they figure out how to build it and then it goes back and forth. It's a dialogue back and forth. In the UK you do everything, except pricing*. British architects are not allowed to price their buildings. They need a quantity surveyor* for that

So, that would be the differences already

49

Exactly. There's almost immediately from the three countries a big difference. So, in the UK I had design and working drawing experience, site supervision*, which also designers don't do in America, which British architects do. And when we came to, when I came to Germany, I had to learn how to do pricing, which I wasn't allowed to do, legally you are not allowed to do it in the UK.

So what are some of the joys and what are some of the tribulations* of your

job?

It's really exciting to see something that was on paper being built, especially if it's built the way you want it to be built. That's really interesting, that's quite a lot of fun. It also can be a lot of fun to deal with the clients. Sometimes the client will come in and they won't know exactly what they want, they'll just come in and say: "Well, we kind of want this or we kind of want that:' And in the end you spend a lot of time trying to get at the essence of what it is, they want. They have an image, they grew up with something, they loved it as a child and that thing stays with them and they want it again. And sometimes, they're not practical things, sometimes it's completely unrealistic.

Like what?

One housewife wanted a little slot in her kitchen wall for the food I She wanted to be able to open her kitchen, like a little window where she can open and slot the food out and close it so that her kitchen would be more private. Little things like that. And in, in her image, we found out afterwards as she, we kept asking why do you want this little slot? Cause it was kind of not very nice in the. on the dining side to have this little slot. And on the kitchen side you really couldn't use the space properly in front of the slot. In her childhood, her best friend or something had this little slot and it was something she, as a child, loved, this slot. And that's why she wanted this slot. It was almost impossible to talk her out of this slot. Though for all practical purposes it didn't really make that much sense. There's a lot of psychological things, personal things behind a lot of the decisions why some people want certain things in their kitchen or are against things. It's a lot of prejudices. Sometimes that's interesting and sometimes it's a pain in the neck.

What would you recommend someone studying architecture?

I actually would recommend they have a very strong background in humanities*.

50

-

iff�

Humanities? Why's that?

Because you have to deal with so many different people. The first important stage is to understand what your client wants. They come from different backgrounds and they have different interests. You have to be able to communicate with them and to get their ideas out. Architecture, a lot of people think architecture is an art but basically it's a service profession. You're trying to get information from someone and you're providing the service of making that information a reality. And in order to do that, you have to be able to understand where they're coming from. There are cultural things that you need to know about them, just information about them. And the broader the background, the better chances you have of figuring* them out*. The wider your horizon is, the easier it is to understand why you're being asked to do something and the easier it is to actually solve the problem.

DOWN TO BUSINESS

Vocabulary Comprehension

:. , Listen to some of the expressions Maki used and answer the questions.

" ... a lot of people think architecture is an art but basically it's a service profession:'

Service profession. Is this: • a profession which has many servants? • a profession which focuses on serving people? A service profession focuses on serving people.

" ... the wider your horizon is, the easier it is to understand why you're

being asked to do something and the easier it is to actually solve the

problem:•

Wide horizon. Does this mean: • to have a lot of superfiuous knowledge? • to have a broad knowledge of the world? A wide horizon is to have a broad knowledge of the world.

"Depending on the type of university you go to, you're streamlined*

into someone who does working drawings, which are the details how

to build a building, or you become a designer:'

Streamlined. In this context does it mean:

51

• you are going fishing?

• you are rationalized into a group? Streamlined here means that you are rationalized into a group.

In a different context streamline can mean to make more effioent. For example: The human resources department first examines perspective employees, streamlining the hiring process.

" ... when I came to Germany, I had to learn how to do pricing:'

To do pricing. What does this mean? • to determine the costs? • to buy a lot of material driving up the costs of a house? To do pric1ng means to determine the costs.

"Then I went to the UK and practiced there because it's a different type of practice in the UK." Practiced. What does this mean in this context? • to repeat a certain skill many times until you are perfect at it? • to carry out a certain profession? To practice means to carry out a certain profession.

For example: The young doctor practiced in London for a few years before moving into the surburbs.

Vocabulary Development

:m: "It also can be a lot of fun to deal with the clients:'

Here"to deal w·1th" means to work with.

Here are some other examples.

To look into The boss thinks we should look into the different aspects of this offer. Here "to look into" means to examine.

The boss thinks we should examine the different aspects of this offer.

To lookup Could your secretary look up this client's name in our files?

Here "to look up" means to search for. Could your secretary search for this client's name in our files?

To look over These items have just arrived. Can you look them over?

52

Here "to look over" means to check. Can you check the condition of these newly-arrived itemsl

Now you transform the following sentences with the correct "look" expression .

We should take some time to examine this matter more closely. To look into.

We should take some time to look into this matter more closely.

Could you check this item in the contract? To look up.

Could you look up this item in the contractl

He checked the parcels with great attention. To look over He looked over the parcels with great attention.

GRAMMAR

It's really exciting to see something that's, was on paper being built, especially if it's built the way you want it to be built.

Make sentences using this pattern with the verb being. For example: We are spending a lot of money on this project.

A lot of money .. A lot of money is being spent on this project.

Now you do it:

We are launching a new foreign policy.

A new foreign policy. A new foreign policy is being launched.

We are carefully studying their offer Their offer.

Their offer is being carefully studied.

We are opening a new branch in Sydney.

A new branch . . A new branch is being opened in Sydney.

53

Make or Do

Which one should you use7 Listen. "Though, uh ... for all practical pu rposes it didn't really make that

much sense:•

Complete these sentences with "make" or "do".

We a lot of business with them.

Do. We do a lot of business with them. To do bu siness.

My secretary that appointment yesterday. Made. My secretary made that appointment yesterday. To make an appointment.

We can't afford to mistakes.

Make. We can't afford to make mistakes. To make mistakes.

Do you think he can the job7

Do. Do you think he can do the job? To do a job.

54

11 IN-COMPANY TRAINING

Kevin O'Connor

mJ. Meet Kevin O'Connor, an Irishman, who is an educational manager for a

large international company based in the South of Germany.

Debby met up with him to find out about how in-company training has changed in the last few years and what the main issues are at the moment

INTERVIEW

Well, basically I think the main issue at the moment is: managers want to get

more for their budgets. That's topic number one. We've been delivering good quality products, training products, for the last ten to fifteen years, basically our customers don't complain*, all our feedback sheets are excellent and so on,

but managers have suffered severe budget cuts in the last couple of years and

basically in order to train the same amount of people, as they would have done three or four years ago they need, well, twice as much money to do it because of the cost of training. So what they want to do is, is cut the training cost by fifty per

cent, what they have to pay for training of course in the internal budgeting*, you know And of course in our company we have a system of cross-charging which means customers pay for their courses internal, internally. And then we pay, we

pay the trainers and so on all the external costs and what they pay has to reflect

our costs of course, yeah7 Which means that our costs have increased* over the

last few years and management budgets have decreased* and that means that

they want to get more training for their money

So in terms of the offering, what kinds of courses is it you organise?

Well, in our training department we organise all different kinds of soft skill*

courses and language courses. Let's, well, take a look at language courses first:

we offer, well, all levels of training from A 1 to Cl on the Common European

Framework scale. That would be from beginner to advanced in the older system, and that means we've got basically six levels and we do between sixty

and eighty hours of training depending on the kind of training per level.

OK. And what role does technology play in all of that, sort of especially when it

comes to training and there's so many different formats of training.

Well, that's true actually. But the most important thing I suppose - that most

55

people don't realise is when they attend training courses- but one of the most

important things is an educational management system, which deals with all the

contents of those courses that are being run, all the participants: where they're

from, who they are, how much they pay, what levels they have reached in the

various courses, if they're allowed to attend courses, if there's a prerequisite* for

attending the course and if the prerequisite has been completed in some sense,

as well as of course whole billing procedures for courses.

So for someone who, let's say maybe has done a bit of training, or I don't know, wants to be sort of on the management, organising side of things, what would you

recommend* I What kind of skills would they hovel Does it make sense to pursue a career in th1s neld at alii Or what..

Aa ... , that's a very good question. Well, you know, in our trainer pool here we

have, you know, about fifty freelance trainers and they're all in my opinion very

good trainers, very good professional trainers but not everyone would make

a good training manager. You know, you need different skills. Every training

manager should have at some time in his or her career been actually in a

classroom or a seminar room and should have done some training themselves,

to know what it's like in the field. The skills of being a training manager is, well,

I think you need to have some kind of vision where you want training to go,

what kind of training, what kind of standards you require and what kind of

trainers you want to have in your training pool, because not all trainers are the

same. People are different. Every trainer has his or her strength and weakness

and you need a pool of trainers that cover all your training needs because there's no standard kind of training. And you need a pool* because not every

trainer can do everything equally well. The training manager's job is to find the

right match, to match the trainer to the groups' or to the individuals' needs.

So you need a lot of soft skills.

You need a lot of soft skills.

Also probably quite a lot of sort of a number crunching* and needs analysis* and

stuff like that.

Of course, sure, that's right. Of course. One of my main jobs is advising

managers outside what kind of training they should have to meet their needs,

you know First of all you have to find out what their needs are. Of course, after doing it for a while you get a pretty good idea what their needs are, you know,

from the various levels and functions in the company. But still a good course

56

needs preparation and the trainer has to be informed what the requirements

are for that course. What level the course is, what special contents ... of course,

number crunching, of course, this is the other thing which most trainers

are not really suited to, because as you know, people who like standing in classrooms and teaching are not great as far as accounting is concerned.

No, not really.

And that is one of the major parts of my job is to prepare all the figures. Of

course, we have our EMS- our educational management system- but we have to digest* the figures, present them to our bosses and so on, how many

participants have we trained and how much money have we spent and so on, and how many hours of training, and the cost per hour and all those kind of

management statistics that are needed in any modern company, of course.

Down to business

Vocabulary comprehension

a Listen to Kevin.

"Managers have suffered severe budget cuts in the last couple of years:•

Severe. What does this mean? • slight?

• serious?

Severe means serious. Severe budget cuts means that the budget is

significantly lower now than it was previously

"If there's a prerequisite for attending the course and if the

prerequisite has been completed in some sense .. :· A prerequisite. Does this mean • a condition 7

• an option?

A prerequisite is a condition. Here it is something that has to be done before a

person is allowed to attend a course.

"One of my main jobs is advising managers outside what kind of

training they should have to meet their needs, you know:•

Advising. What does it mean here? • recommending? • telling?

Advising here means recommending.

57

"Of course, we have our EMS- our educational management system- but we have to digest the figures, present them to our bosses and so on .. :• Digest. Does it mean

• collect? • understand7

Digest means understand. We have to analyse and understand the figures.

Vocabulary Development- Abbreviations

IIIII Kevin O'Connor talks about the EMS he uses. EMS stands for Educational

Management System.

What do the following business abbreviations stand for?

Inc. Incorporated

B2B

Business to Business

Cl Corporate Identity

CEO

Chief Executive Officer

R&D

Research and Development

58

12 CAREER COUNSELLOR AND MANAGEMENT COACH

UlrikeOtto

g Ulrike Otto, a Canadian, is currently a career counsellor and a manage­

ment coach in the Munich area. She advises people in a variety of difficult situations. Listen to her describe her profession and what her joys and tribula­tions are.

INTERVIEW

Can you describe your job for me?

OK. Well, I'm, I have two titles: one is a career counsellor and the other is management coaching. And my specialty is management coaching, which is about working with managers in a job context and most of the focus, or actually really all of it, is on communication, really. And when we're talking

about management coaching, there are various situations. Either I'm working

with people who are technically very strong at what they're doing so they have a lot of technical background, but often have trouble getting along with people, motivating people, creating trust. That kind of thing. Or in a management coaching* situation I can also be helping, grooming* somebody

for the next level. So it's, it's not about teaching skills. It's about refining skills. And it's also about creating more self-awareness in terms of who am I as a manager and how would I like to manage and what are the goals of my unit or my company. I also work with all levels. I work with all levels of management, so from junior to middle, to senior, to owners of an organisation.

And you have private as well as corporate* clients, right?

Yes both. Corporate and private. So that's the management coaching side. And then I also do career counselling* which again is broken in two areas or, well, actually a few more. Career counselling is more focused on what do I want to achieve in my working life, what skills do I want to develop and also how can

I do that. So sometimes I have individuals that come to me who are unhappy in their job or who actually say: Well, I have everything, but it's still not enough. Or I have people who have lost their job and who have to make a transition*

and then I support them in that.

59

What would you recommend somebody who's trying to find their path?

Well, I do think that the focus on you know, what are things that I do that come easy to me. I would say ease* before fun, because things that come easy to me, again, are probably skills that are an extension of who I am. And often the problem is that we don't value* often that what we do well, because of some other background messages that we've received. You know, you should be, you should be a doctor, you know, not a writer and that kind of stuff. You know so that's, so again, my thing would be to reflect* on what are things that I do that come easy to me and then to obviously look deeper and say OK, what skills exactly are being expressed there and then of course the next thing is to focus on what, what interests me. I mean the nice thing about the whole work paradigm* today is that, you know, there is a trade-off*. In the past we made an agreement with a company. We said, look I will give you my all and will have a contract for life and you take care of me until the bitter end. But organisations cannot give that kind of security anymore because they don't know whether they're gonna be here in five, ten, fifteen years. So that means that people have to take more self-responsibility* for their career and they have to make sure that they stay marketable*. And the nice thing about that though is that it also means that change in terms of your career will be easier.

What does it mean to make yourself, to keep yourself marketable? How would you, how would you recommend someone to stay marketable?

Well, I think, you know it's got two things. I mean. Now what I'm gonna say sounds like you should focus on the outside in terms of, you know, what, what is needed out in the business world, or you know, what kind of skills, but of course at the same time you must also stay very much in touch with who you are. I would never tell somebody; you know I had a client once who came to me and said'well l really should learn how to give presentations And then I said OK, well, what is it that you hope to experience by learning how to do that? And he said: 'Weil l should just know how: And then I, you know, we explored that And that was a 'should' that went so against the grain* of who he is as a person that, that I would not recommend to do that So, you know, at the same time when I say: Be aware of what skills are needed, you must always check back and say 'Well OK, how does that fit with who I am?' So it's about being ... , skills-awareness is what I'm saying when I say marketable. In the past we used to say'OK, well, what industries?'Yes, I think that reflecti lg on what industries are developing is certainly one aspect but should not be the only one. It should be skills-focused. So also when you're looking for a job ycu should, people should look closer at what skills will they be using, what skills will they be developing.

60

-

DOWN TO BUSINESS

Vocabulary Comprehension

Listen to some of the expressions Uli used and answer the questions:

"Well, I'm, I have two titles. One is a career counsellor and the other is management coaching. And my specialty is management coaching .. :• What does counsellor mean? A counsellor is: • someone who is trained to listen to people and gives them advice? • a judge?

A counsellor is trained to listen to people and give them advice about their problems. It is not a judge; however, the term may also be used in the context of law. Here, counsellor is another word for lawyer.

What is another word for counsel? • advice • regulation • warning

Another word for counsel is advice. He seeks advice or counsel from his senior colleagues.

When Uli speaks about counselling she makes a distinction between teaching and refining skills: "So it's, it's not about teaching skills. It's about refining skills:' What does refining skills mean? Refining skills is about: • developing and improving skills that you already have? • getting used to new skills? • giving up a habit? Refining a skill means developing and improving a skill that you already have.

"And then I also do career counselling, which again is broken in two areas or, well, actually a few more. Career counselling is more focused on what do I want to ... " How does Uli's sentence go on? • achieve in my working life. • do after my working life. • do in order to create trust.

61

Career counselling is focused on what do I want to achieve in my working life.

"So sometimes I have individuals that come to me who are unhappy in their job or who actually say: 'Well, I have everything but 1 ... it's still

not enough: Or I have people who have lost their job and who have

to ... make a transition and then I support them in that:' Uli supports people who have to make a transition.

What does transition mean: • to break a law or moral rule 7

• a process of change from one form or type to another?

• to enter someone's land or enter their building without permission?

Transition means to be in a process of change.

"Well, I do think that the focus on, you know, what are things that I do that come easy to me. I would say ease* before fun, because things

that come easy to me, again, are probably skills that are an extension of who lam:•

What does ease mean in ease before fun?

• to make something move slowly or carefully into a particular position?

• when you experience no effort, difficulty or pain with a task7

• to try to make someone leave a job or powerful position?

• standing with your feet apart and your hands behind your back while you

smile7

Ease is used as a noun here and means experiencing no effort, difficulty or

pain with a task.

She managed the project with ease.

"I mean the nice thing about the whole work paradigm* today is that,

you know, there is a trade-off* :•

What does trade-off mean in this context

• something that is not worth what you pay for it7 • a situation in which you accept something bad in order to have something

good7

The trade-off refers to the bargain you make with your company, it refers

to the give and take between the employee and the customer.

For some employees, lack of free-time is an acceptable trade-off for a high

salary.

62

Text comprehension

Listen to some of the statements Uli made and answer the questions:

"And my specialty is management coaching which is about working with managers in a job context and most of the focus or actually really all of it is on communication, really. And when we're talking about management coaching, there are various situations:• What is management coaching basically about? Is it about: • focus?

• communication?

• the job context?

Management coaching is basically about communication.

"Either I'm working with people who an! technically very strong at what they're doing so they have a lot of technical background and ... but often have trouble getting along with people, motivating people, creating trust. That kind of thing." What are some of the main difficulties for managers who seek counsel? • their lack of technical background?

• getting along with people? • motivation?

• creativity?

They often have trouble getting along with people, motivating people, or creating trust.

GRAMMAR

- Listen to Uli:

"Either I'm working with people who are technically very strong at what they're doing so they have a lot of technical background and ... but often have trouble getting along with people, motivating people, creating trust. That kind of thing. Or in a management coaching situation I can also be helping, grooming somebody for the next level:'

Either ... or expresses the different possibilities one can choose from.

For example:

I can work for either a British company or an American one.

63

Now you use either I or to make sentences:

We can meet /Tuesday /Thursday:

We can meet either on Tuesday or Thursday.

We can visit I the workshops I the offices:

We can visit either the workshops or t lle offices.

You can reach the assistant I the office I home:

You can reach the assistant either at the office or at home.

64

13 INTERCULTURAL EXPERIENCES

Greg Sibley

a Greg Sibley has studied, travelled and worked as an English teacher all over

the world. He is currently working as an editor for Cambridge University Press.

Debby met up with him to find out what it's like to live in very different

countries and how to best prepare for moving abroad.

INTERVIEW

What5 the hardest of getting used to living in a new country? What5 the most

difficult bit?

Ahh, I think integrating with local people because you don't have their cultures

and custom. So you can make kind of superficial* friends but really to make

strong relationships is very difficult.

When sort of. what.. what country was that easiest in I

I think Australia it's easier because so many people in Australia have gone

through the same situation, because there are so many new, you know, recent

immigrants* in Australia.

And they come over and find their way. Yeah. And what was hardest? And what was the most difficult one to get into I

Asia without a doubt and I certainly didn't really integrate much into the

culture there at all apart from shopping in the local market and also, strangely

enough, we had a very good relationship with our landlord* and landlady* and

we went out a couple of times with them. We're still in contact with them.

And workwise: how was that, because you worked in most of the countries, tool How was that for you?

That was okay, because you're working in language schools, so you're working

largely with people from your own culture or from similar cultures. Of course

there is locally employed staff* as well, but in some ways that is one way into

getting to know the local culture a little bit.

65

OK, and how did the students differ? Sort of across countries? Can you say that? Is

there anything .

Well, I can say that in Japan that students respect the teacher much more and that the teacher still hold quite a bit of authority, so that. so that was certainly specific to Japan I think. What else can I say? Well, in Portugal there is a kind of, sounds a little bit cliched, there was kind of a bit of Latin mentality, kind of

boisterous* and noisy, which was good, usually good.

OK And going or living in these different countries, in terms of getting there

preparing all the legwork* and stuff..

Ideally, you should do preparation, but generally I don't. So, no, generally I don't. Because usually maybe I did do a little bit for when I went to Japan, I lived in Japan for four and a half years. But when I went to Malaysia or to Australia or to Portugal, they were kind of last minute decisions, so there wasn't

time to really do much preparation.

So there's a job ad, you apply for* it, you get the job, you sort out* the visa or do the

schools do that for you?

It depends who you work for. With the, I worked for the British Council in Malaysia and Portugal and they sorted out the work ..

. the paperwork? Yeah. Did you ever get any language classes yourself?

Uh, yeah in Portugal I did, actually.

And how was that? Because as a language teacher yourself, learning a language,

do you find that hard or annoying or .. ?

I found it absolutely fascinating, actually, to see how a teacher teaches language and being on the other side of the desk, as it were. And the teacher I had was very, very dedicated, did, you know, a lot of work above the call and

duty*, put a lot into classes but taught in a completely non-communicative

way which was completely alien to me and to English language teaching in general. So I don't think her mode of teaching was perhaps the best way to learn the language but her effort* and dedication was astounding*. So she certainly had more effort and dedication than I did.

OK, OK, and did you learn Portuguese?

A little, some, some, a little bit, yeah.

66

OK. And if you had to tell someone, say I was gonna go to Japan or Malaysia, how

would you tell me to prepare?

I would say definitely read as much as possible about the country, about the culture, but maybe read about what you're interested in. So if you're interested

in, you know, if you have a hobby such as music, you know, find out about

Japanese music and try and get involved in, in music when you're over there.

Or if you're, you know, if you're involved in art or something like that, try and find out a little bit about that and try and get involved in something like that

And then it makes it easier to meet people?

Yeah. But it also gives you an interest as well. So you're not just, you know, you

finish your work and wondering what to do like a lot of language teachers.

They just end up* down the bar.

But a lot of them actually teach people how to prepare for, let's say, working in

England. They don't know how to cope with* the culture that they're in?

I think that's very true. Yeah. I think it's very true. I mean I'll give you an example

. I mean learning how to live in the culture is so important I was once teaching

a Korean guy in London before I went out to Japan and he was in a bank and he

was quite high up in the bank and I was going out to give him these one-to-one

intensive English courses and he'd lived in England for a couple of years, and

so it seemed a bit strange he was suddenly having English courses. And I came

prepared with all this business English and on the first, ... after the first lesson I asked him, you know, what kind of business English he needed and what he

wanted to do and after about twenty minutes he said: Well, to be honest what

I want to know is things like how I, you know, how I go about buying a stamp. And he had never been to a post office in two years. And after that we, we just

had ... he had a ten lessons I think it was, yeah. We just did little role plays like

that, just that and did no business English whatsoever.

So it's the absolute basics 'cause people know their field that they work in?

Absolutely. There's nothing I could teach him about his, you know, about English

in the field that he was working in, but outside of that his English was awful.

So really we should be rewriting all the business English books for everyday situations.

I think, well, I think there's a case for that. You shouldn't maybe focus so much on

business English but on everyday situations or incorporate* those into the books.

67

DOWN TO BUSINESS

Vocabulary Comprehension

- Listen to these sentences Greg used and answer the questions.

"You can make kind of superficial friends but really to make strong

relationships is very difficult:'

Superficial. Does this mean:

• shallow?

• deep?

It means shallow.

Superficial friendships are not deep or close friendships.

"There was kind of a bit of Latin mentality, kind of boisterous and

noisy:' Boisterous. Does this mean:

• rude?

• energetic?

Boisterous means energetic.

"The teacher I had was very, very dedicated:'

Dedicated. Does this mean:

• annoyed?

• committed?

Dedicated means committed.

"You shouldn't maybe focus so much on business English but on

everyday situations or incorporate those into the course:•

Incorporate. Does this mean:

• include?

• practise?

Incorporate means include.

For example: I tried to incorporate more role plays.

"The teacher did, you know, a lot of work above the call and duty."

Above her call and duty. Does this mean:

•less than was expected?

• more than was expected?

Above her call and duty means that the teacher did more than was expect­

ed.

68

GRAMMAR- COMPARISONS

- Greg makes a few comparisons. Complete the sentences with the correct

comparative form.

easy: It's to make friends in Australia than in Japan.

easier. It's easier to make friends in Australia than in Japan.

bureaucratic: Malaysia is than some European countries.

more bureaucratic: Malaysia is more bureaucratic than some European

countries.

good: It wasn't the way of learning a language.

best: It wasn't the best way of learning a language.

PRONUNCIATION

- Greg mentions several countries and continents he's lived and worked in.

Practise saying the country and the language or nationality.

Malaysia - Malaysian

Japan- Japanese

Australia- Australian

Portugal- Portuguese

Asia- Asian Korea - Korean

Europe- European

69

14 COLLEGES AND BUSINESS

Kristina Arena

-Kristina Arena is currently a professor of social work at a community

college in Ontario, Canada. She has spent the past year developing a program for child and youth workers at her college. Prior to working at the college, Kristina was a senior administrator in a maximum security prison in Canada.

Angelique met up with her during her holiday in Germany. Listen to how Kristina compares a college to a regular business.

INTERVIEW

So you could almost say a college is like a type of business?

Yeah, for sure it's a type of business. You have to attract* your clients, which is the students, you have to do that through your marketing, which is using all kinds of different methodologies* to do that. You have to satisfy the customer, again your students. Our students evaluate every one of our professors every semester and we have a two-year probation* period for new professors. And the students play a very large part in determining whether or not a professor will have a job and pass their probation and it's based on whether or not the students are getting their learning needs met. It's a business in the sense of, you know, we have a huge budget to operate with, but you have to operate the budget. You can't be running a deficit*. So you have to know how to manage, you know, millions of dollars, some of which comes from the government, some of which is endowment* money and some of it which comes from the student tuition*. And we have to, you know, market our programs in such a way that on the one hand there's a high teacher-student ratio* but you have to be cost efficient to be able to do that as well.

I always think thats a shame when programs get cut just because they're not self­

sufficient.

What happens is you have programs like the ones that I'm involved in, which basically carry other programs that we deem* to still have value but that we might not have the number of students to make it, you know, put it in a positive cash flow* position. So for example one of the programs we run is, we run a special social work training program for students dedicated to working

70

with an older population, so-called, the social work gerontology* program. That program is not self-sufficient* in terms of financing. So our other social

work program which has 700 students in it helps support a program that we feel still really important but is a real area of sub-specialty, that a lot of students aren't yet ready to go into at the point that they're going to college. But we're committed* to keeping that program.

What are your hours/ike in the day?

Oh, you know. I have, we have up to eighteen hours of teaching, that's six classes. Because I was so involved in terms of the development of a new program my teaching hours were capped at* twelve because we had an entire

program to design in a year. And it's not, you can't measure it like a job. I mean I go to the college to teach my classes, I'm always available. I'm always learning, but I'm in the, you know, we have the fortunate position because of computer technology I can do a lot of my preparation from my home office, which I do. And so I don't have any regular hours. Basically I have a job to do and when the job is done I can put it aside for the next week.

Yeah, I'm sure, do you turn your computer off at six and say: 'So it's over?

Never. Never. I mean that depends on what I have due for the next day. You know, if I haven't finished marking assignments and I've promised to give them back to the students, the reality is, I'm up for as long as it takes me to mark

them. So, you know ... it's not, it's very different. And for some people, they don't like working that way. They wanna be able to clock in* and clock out and

know their free time is their free time. I love the flexibility of not having to be in an office from nine to five. So for me it works really, really well.

That's great.

DOWN TO BUSINESS

Vocabulary Comprehension

- Listen to some the expressions Kristina used and answer the questions.

"So you have to know how to manage, you know, millions of dollars,

some of which comes from the government, some of which is

endowment* money and some of it which comes from the student

tuition*:'

71

Endowment money. Is this money: • from the government? • from donors*? • from the student tuition 7 Endowment money is from donors. Harvard University is one of the best-endowed universities in the world.

"And we have to, you know, market our programs in such a way that on

the one hand there's a high teacher-student ratio* but you have to be cost efficient to be able to do that as well:' What helps the marketing of the college program7 • a high teacher-student ratiol • good cost-efficiency? A high teacher-student ratio helps to market the college program. Nevertheless, the courses need to be cost-efficient to be scheduled at all.

" ... what happens is you have programs like the ones that I'm involved in, which basically carry other programs that we deem* to still have value but that we might not have the number of students to make it ... you know, put it in a positive cash flow* position:• What does deem mean: • to judge or consider something in a particular way? • something that is certain to fa ill Deem means to judge or consider something in a particular way. Something that is certain to fail or to die is doomed.

"And for some people, they don't like working that way. They wanna be able to clock in and clock out and know their free time is their free

time. I love the flexibility of not having to be in an office from nine to five:'

Which of the following terms have the same meaning: • clock in • clock out • clock off

Clock out and clock off have the same meaning. "Nine-to-fivers" clock in at nine o'clock and clock off at five o'clock when they stop work.

72

Text comprehension

Listen to some of the statements Kristina made and answer the questions:

Why would you say a college is like a type of business?

"For sure it's a type of business. You have to attract* your clients which is the students, you have to do that through your marketing, which is using all different kinds of methodologies* to do that. You have to satisfy the customer:• As in any other business

you have to attract your clients and

you have to satisfy the customer.

Where does the money a university has to manage come from? "So you have to know how to manage, you know, millions of dollars, some of which comes from the government, some of which is endowment* money and some of it which comes from the student tuition*:'

Some of the money

comes from the government,

some is endowment rnoney and

some comes from the student tuition.

When does Kristina estimate a program financially self-sufficient?

" ... what happens is you have programs like the ones that I'm involved in, which basically carry other programs that we deem to still have value but that we might not have the number of students to make it ... you know, put it in a positive cash flow* position. So for example one of the programs we run is, .. :• The program is financially self-sufficient when the number of students

puts it in a positive cash flow* position.

73

BUSINESS ABBREVIATIONS

AGM

A.O.B.

a.s.a.p.

CEO

Co.

Corp. CPA

CPI

en c.v.

dept

E.E.C EFTA

e.&o.e.

FJFO

G ATT.

GDP

GNI GNP

IMF

Inc.

IOU

UFO.

LDC Ltd.

MD

NNI

NNP

NB

o.n.o.

P&L

p.d.

pic

p.o.s.

p.t.o.

annual general meeting

any other business

as soon as possible

chief executive officer (US) company

corporation certified public accountant

consumer price index

capital transfer tax

curriculum vitae

department

European Economic Community

European Free Trade Association

errors and om missions excepted

first in first out

General Agreement on

Tariffs and Trade

gross domestic product gross national income

gross national product

International Monetary Fund

incorporated (US) I owe you

last in first out

less developed country

limited

Managing Director (GB)

net national income

net national product

note

or near offer

profit and loss

per diem (day)

public limited company (GB)

point of sale

please turn over

74

godisnji opsti sastanak ostalo/razno (poslednja tai'ka sastanka) sto je pre moguce

generalni direktor (SAD) kompanija korporacija licenc1rani javni raCunovocindeks cena potrosai'ke korpe porez na transfer kapita/a biogra!ija

odeljenje Evropska ekonomska zajednica Evropska zona s/obodne trgovine izuzev gresaka i propusta

pravilo prvenstva po redosledu prijema, poi'ev od prvog

Opsti sporazum o carinama i trgovim

bruto domaCi proizvod bruto naciona/ni dohodak bruto nacionalni proizvod Mectunarodni monetami fond sjedinjen, prisajedinjen registrovan (SAD) dugujem vam pravilo prvenstva po redosledu prijema poi'ev od poslednjeg manje razvijena zemlja ogranii'en, s ogranii'enom odgovomoscu generalm direktor (VB) neto naC/onalni dohodak neto nacionalni proizvod primetiti, primiti k znanju iii najbliza ponuda dobit i gubitak dnevmca I dnevno javna kompanija s ogranii'enom odgovornoscu (VB) prodajno rnesto okrenuti stranu, molim

PA

R&D RPI

R.R.R.

temp

TUC VAT

VP w/o

personal assistant; public accountant (US)

research and development

Retail Price Index required rate of return

temporary worker/employee

Trade Union Congress (GB) value added tax

vice president (US) without

excluding

75

lien! asJstent;javnf racunovoc!a (SAD) istraiivanje i razvoj indeks maloprodajnih cena

potrebna stopa povracaja radnik na odreaeno vreme Kong res sindikata (VB) porez no dodatu vrednost

potpredsednik (SAD) bez

izuzev, osim

VRSTE ORGANIZACIJA

associate company

cooperative (society)

corporation

incorporated company

joint-stock company

joint venture

limited company (Ltd.)

• private limited company

• public limited company

partnership

• general partnership

• limited partnership

udrutena kompanija

zadruga, kooperativa

korporacija

registrovano trgovacka drustvo

akcionarsko drustvo

zajednicko ulaganje, zajednicki poduhvat

drustvo sa ogranicenom odgovornoscu

privatno drustvo sa ogranicenom odgovomoscu

javno drustvo sa ogranicenom odgovornoscu

udrutenje, drustvo; ortaCko drustvo

drustvo sa neogranii'enom odgovomoscu

drustvo sa ogranicenom odgovomoscu,

komanditno drustvo

76

PEOPLE IN BUSINESS

...

Velika Britanija

Rukovodioci odeljenja se obicno nazivaju manager iii Head of Primeri:

Finance manager

Marketing manager

Head of finance Head of sales

Menadzer sa statusom rukovodioca poslova naziva se Director, npr.:

Marketing director

Finance director

Glavni rukovodilac poslova zove se Managing Director.

SAD

Ovde se navodi razlika izmeau pojedinih funkcija rukovodilaca poslova.

Primeri:

Generalni direktor: Chief Executive Officer (CEO).

Direktor finansija: Chief Financial Officer (CFO).

Rukovodilac pravnih poslova: Chief Legal Officer (CLO).

Organizacija unutar firme Organigram na sledec'oj strani pokazuje tipicna podrucja funkcionisanja. Rec department se u poslovnoj svakodnevici ne izgovara tako cesto.

Zbog toga je u uglastim zagradama.

77

OdeiJenJeflnansija Finance department

! Uprava

Management

Odeljenje za informacione tehnolog1je IIT (information technology)

[�epartment] I

t__ , �----\\ Kupov1na 1

j Purchasing

\�

Proizvodnja Production

'- -

L _ - -

�-- Kadrovskaslui:ba I �nne � de_partme�t, Human

_ resoun::es (department]

_ I

I Reg rut��� I

Obuka �=��a I �

-'-P

-late 1 ��nZIJ� I 1 kadrova Personnel deve- I . I

! Recruitment 11opment/Training Payrol�

-

a-�� pens1onj

- -

00

"

ALPHABETICAL WORD LIST

Sledeci prevodi se odnose samo na tekstove iz PONS Poslovni engleski. Broj u zagradama, iza reci na srpskom, oznacava broj lekcije u kojoj se pojavljuje data rei' iii izraz.

sth �something sb =somebody

US= americki engleski UK= britanski engleski

A

account executive accountant

accuracy acquisition

across state lines

act as an agent for sb

actual

actually

ad addendum

adjustment

advertising agency

aggregate

affluent'

ahead of time apply for

as opposed to asbestos

assess business

opportunities assets

associate director astounding

at a loss

at sb's disposal at the end of the day

attack sth

ovlasceni broker (8) racunovoaa (3) tacnost, ispravnost (9) sticanje, nabavka (5) preko drzavnih granica (2) zastupati nekoga (1) stvaran, efektivan; sadasnji, aktuelan (1) zapravo (7) reklama (8) dodatak (5) podesavanje; usaglasavanje; korekcija (9) reklamna agencija (8) ukupan (9) obilan, imucan (2) ispred vremena (8) prijaviti se (13) nasuprot (necemu) (2) azbest (5) proceniti poslovne mogucnosti (2)

imovina; potrazivanja; aktiva; sredstva (5) pridruzeni direktor (4) zacuaujuci, zapanjujuCi (13) uz gubitak (7) na raspolaganju (1) na kraju dana, na kraju krajeva (2) napasti (8)

79

attain a goal attract augment

B

Bachelor of Arts (BA) the bank benchmark be commited be faced with sth be headquartered in be involved with be predicated on sth be short of sth be soft-spoken bend over backwards beverage biii(US) boisterous bookkeeper bottom line branches break up budgeting business sense

c

call and duty cancer cap at career counsellor cash flow cash flow system cash register certificate of origin be challenging charge card clarify

postici cilj, dostici cilj (4) privuci, privlaciti (14) uvecati (3)

diploma fakulteta drustvenih nauka (1 0) banka (3) reper; polaziste, merilo (9) biti posvecen (necemu); obavezati se (14) suociti se sa necim, suocavati se sa necim (4) imati sediste u (2) baviti se necim (2) temeljiti se na; biti utemeljen na (2) nedostajati (nekome nesto) (2) blago govoriti (3) nagnuti se unazad (8) pice (6) novcanica (Am E) (3) bucan, glasan; uzburkan (13) racunovoda (3) sustina (7) grane (2) raskinuti, prekinuti (8) budzetiranje (11) smisao za posao (2)

zahtevi sluzbe (13) rak (5) nadmasiti (14) savetnik za ·1zbor zaposlenja (12) gotovinski tok, novcani tok (14) sistem gotovinskog taka (1) kasa (3) uverenje o porekl u (6) biti izazovan, tezak (2) kreditna kartica (3) razjasniti (4)

80

client clock in/out come into one's own command common sense common vision competitive complain complementary conclude a transaction conduct work constraint convey one's feelings cope with copywriter corny corporate insurance counselling coverage (US) crisis critically received crucial cruel crush sb I sth underfoot cultural areas cultural boundaries currency current currently curriculum vitae

D

decrease deem deficit digest dignified distribute donor drive

klrjent, musterija (5) vreme dolaska na posao/ odlaska s posla (14) ostvariti svoja prava; iskazati se (7) nareoenje, komanda (11) zd rav razu m (2) zajednicka vizija (4) konkurentan (5) zaliti se (11) dopunski, dodatni, komplementaran (4) zakljuciti posao (3) raditi, baviti se poslom (7) prinuda, ogranicenje (8) iskazati osecanja (8) meriti se, nositi se; izaci na kraj, savladati teskoce (13) pi sac reklamnih tekstova (8) otrcan (7) korporativno osiguranje (5) savetovanje (12) reportaza; osiguranja svota, vis ina odstete (5) kriza (4) kriticki prihvacen, primljen s kritikom (8) kljucan, od presudne vaznosti (4) surov, grub (7) baciti (nekoga, nesto) pod noge (1) kulturne oblasti (4) kulturne gran ice (4) novae, valuta (6) trenutan; savremen (2) trenutno (7) biografija (2)

umanjenje; umanjiti, smanjrti (11) misliti, smatrati (14) manjak, deficit (14) svariti (11) uvazen (2) deliti, distribuirati (6) donator, davalac (14) pogon; akcija (9)

81

drop duty

E

earthquake ease effort elbow-pushing emphatically endowment end up entrepreneurial spirit envision ergonomic escape establish a brand event excise tax execute a job executive vice president Expansion exploit new opportunities exposure

F

be faced with sth faith federal and state laws feed sb information figure figure out fill a market gap fleet foresighted frankly freelance freelance consultant

ispustiti; padati, srusiti se; oboriti (4) duznost, obaveza (6)

zemljotres (10) lakoca; opustenost (12) napor; pokusaj (13) agresivan, laktas (1) naglaseno (4) dar; prirodno bogatstvo; dotacija, zaduzbina (14) zavrs'1ti, okoncati (13) preduzimacki duh (2) zamisliti (6) ergonomski (4) bekstvo; pobeci, bezati (4) osnovati marku (6) dogaaaj (1) posredni porez (6) obaviti posao (8) izvrsni potpredsednik (2)

sirenje, prosirenje (4) iskoristiti nove mogucnosti (2)

izlozenost; izlaganje; raskrinkavanje (5)

suociti se sa necim (4) vera (1) federalni i drzavni zakoni (6) davati informacije (3) brojka, cifra (3) otkriti, provaliti; shvatiti (1 0) popuniti prazninu na trzistu (1) vozni park; fiota (9) dalekovid (8) iskreno (2) slobodan, nezavisan, privatni (9) slobodni savetnik, privatni savetnik (9)

82

G

genuine genuinely care gerontology get rid of sb I sth glamorised glamorous global business go against the grain go through hoops grain groom grow on sb

H

have a comfort level have a liability on sth have a mind for sth have the plug on be headquartered in healthy budget hoop home office humanities

I, J

immigrant impact impeccable in the best possible light incorporate increase incredibly ingenious inherit initial purpose insurance broker

pravi, autentican, izvorni; istinit; iskren (6) iskreno brinuti (8) gerontologija (14) resiti se (nekoga/necega) (1) glamurizovan (7) glamurozan (7) globalni biznis (2) ici uz dlaku; protiviti se (14) raditi kako neko kaze (6) cud, narav, sklonost (14) pripremati (3) prirasti k srcu, steci simpatije (2)

imati nivo udobnosti, ugodnosti (2) imati odgovornost, obavezu prema necemu (5) imati zelju da se nesto ucini (6) iskljuciti nesto (1) imati sediste u (2) zdrav budzet (8) obrui', kotur, prsten (6) centrala (9) humanisticke nauke (1 0)

imigrant (13) sudar; uticaj, delovanje (4) besprekoran (2) u najboljem mogucem svetlu (7) pripojiti, spojiti; uteloviti; osnovati (firmu) (13) povecanje, rast; povecati, rasti (11) neverovatno (7) duhovit, dosetljiv (7) naslediti (2) pocetna svrha (6) agent osiguravajuceg drustva (5)

83

insurance policy invoice be involved with

K, L

keep track of key value label landlady, landlord lawyer leasing company legwork liability claim

liability-conscious liaison person liberal arts listing litigious society lo and behold longevity

M

maintenance invoices management trainee market positioning

statement marketable methodology middlemen minor company

N

national interest the nature of the show necessity negotiate

polisa osiguranja (5) rai'un; faktura (9) baviti se (nei'im) (2)

voditi evidenciju o (3) glavna vrednost, vrednost od kljucne vaznosti (4) nalepnica, etiketa, oznaka (6) gazda(rica) (13) advokat, pravnik (5) lizing kompan1ja (9) tri'karanje; pripreme, predradnje (13) zahtev za isplatu osiguranja od odgovornosti za nanetu stetu (5) svestan odgovornost1 (5) osoba za kontakt (8) humanistii'ke nauke (1 0) lista (4) drustvo sklono sporenjima (5) obratite paznju (9) dugovei'nost, trajnost (8)

rai'uni za troskove odrzavanja (9) pripravnik u upravi (2) izjava o trzisnom pozicioniranju (4)

koji ima proou, trazen (1) metodologija (14) posrednici (5) manja kompanija (4)

nacionalni interes (2) priroda izlozbe (8) potreba, neophodnost (7) pregovarati (5)

84

'd

notion number crunching

0

objective octopus on a commission basis on the job on the level of on the whole operation operation outgoings over-ring

P,Q

pace pants (US) paradigm pass up an opportunity payroll peddle performance

pertain to sth physically pick up pinpoint pitch for sth pliability plug away at sth plush pool poster potential customer potential income be predicated on sth press agent pricing

ideja, pomisao, misao (4) obrada vel ike kolicine brojcanih podataka (11)

cilj (4) hobotnica (3) na osnovu provizije (1) na poslu (3) na nivou (necega) (8) u celini, uopste uzev (7) operacija, delovanje, postupak (2) pogon, rad (9) izdaci (1) povecani unos u kasu pri prodaji (3)

korak (3) pantalone (Am E) (6) paradigma (12) propustiti sansu (6) platni spisak (3) prodavati na malo, raznositi robu (6) izvrsenje, izvodenje, obavljanje; ucinak; radne osobine, performanse (1) odnositi se (na), biti u vezi (sa), ticati se (6) fizicki (9) pokupiti (7) precizno odrediti; pronaci, istaknuti (4) reklamiranje; uveravanje; argumenti (7) gipkost, elasticnost (1 0) marljivo raditi na necemu (3) plis (3) bazen; zaliha, populacija (11 ) poster, plakat (8) potencijalna musterija (5) potencijalni prihod, potencijalna zarada (1) temeljiti se na; biti utemeljen na (2) sef propagande (reklame) (8) formiranje cena, obrazovanje cena (1 0)

85

privately-held insurance brokerage

probation period proceed producer product line project an image promote promoter promoting body promotional budget property proposal provide public relations pull sb down a peg

or two pull the plug quantity surveyor

R

rather ratio readily real-estate agent recognize (US), -ise (UK) recommend reconcile the cash record a transaction reflect refugee regulation relic reluctantly replace represent sb I sth research resources right away run

privatno osiguravajuce drustvo (5)

probni rad (14) nastaviti, produziti (8) proizvooac (8) proizvodni program (6) proizvesti imidz, projektovati sliku (7) promovisati, reklamirati; unaprediti (8) promoter, zagovornik (1) telo za promovisanje (1) promotivni budzet (8) svojina, vlasnistvo; imovina (5) predlog, ponuda (7) obezbediti, snabdeti; predvideti (9) odnosi s javnoscu (7) srezati, potkresati nekoga (1)

iskljuciti (1) nadzornik nad kvalitetom (1 0)

pre, radije (1) odnos, proporcija, razmena (14) spremno (1) agent za prodaju nekretnina(1) prepoznati; priznati, prihvatiti (4) preporuciti (11) uskladiti; prilagoditi (3) zabeleziti transakciju (3) odrazavati; odbijati; razmisljati (11) izbeglica (8) regulisanje; propis, odredba (6) ostatak (6) nerado, nevoljno, na jedvite jade (1) zameniti (3) predstavljati (nekoga, nesto) (1) istrazivanje; istrazivati (1) sredstva (1) odmah (5) voditi (1)

86

run a study run one's own business

s

self-responsibility self-sufficient set up a business settle on several be short of sth site supervision sign sit back on one's laurels slip so on and so forth soft skills soft-spoken sort out spectacular be spread staff staffing standard accounting a steady stream of stiff competition streamline student tuition subsidiary suburb subway(US) sue superficial supplier

T

take easy-way-outs tanginess telephone-conferencing

istrazivati (4) voditi privatan biznis (1)

samoodgovornost (12) samodovoljan (14) zasnovati biznis, zapoceti posao (1) dogovoriti se (4) nekoliko (2) nedostajati (2) nadgledanje gradilista (1 0) znak; natpis (8) sedeti na lovorikama (7)

okliznuti se, spotaknuti se, posrnuti; popustati (5) i tako dalje (3) meke vestine (1 1 ) tiho (3) razvrstati; razjasniti (13) napadan, neobican, spektakularan (8) razmazan, rasiren (2) osoblje, zaposleni (13) politika zaposljavanja (9) standard no knjigovodstvo (3) postojan tok necega (7) jaka konkurencija (3) modernizovati, osavremeniti; racionalizovati (1 0) studentska skolarina (14) filijala, podruznica (4) predgraae (5) podzemna zeleznica, metro (Am E) (8) tuziti, pokrenuti spor (5) povrsan (1 3) dobavljac (1 )

izvlaciti se, izvuci se (8) pikantnost (6) konferencijski razgovor preko telefona (9)

87

tele-sale they couldn't have

cared less thought horizon tip to carry overheads to replenish trade-off trait transition tremendous tribulation turnover two-fold basis tyre change (UK},

tire (US} tyre storage

u

ultimately unanticipated under-ring

v,w

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