English For Starter 10 commercial SB

Students’ Book

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Vocational Stream
Commercial Grade 10

Students’ Book

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Contents
Unit

Title

1

Functions of Management

2

Management Concepts

10

3

Appointments

15

4

Money and Banking

20

Culture and Values 1

Friendship

25

5

Bank Accounts

26

6

Customer Service and Loans

31

7

Office Equipment

36

8

Satellites

41

Culture and Values 2

Children’s Rights

46

9

Friendship

47

10

Account Books

52

11

An Electronic Office

57

12

Success in Life

62

Culture and Values 3

Volunteerism and the Red Crescent

67

Review
Correspondence

2

Page
5

68
76


Scope and Sequence

UNIT
1 Functions of
Management
(pp. 5-9)

2 Management
Concepts
(pp. 10-14)

3 Appointments
(pp. 15-19)

LANGUAGE
Language Functions: greeting; introducing;
identifying people; describing arithmetical
calculations; checking spelling
Vocabulary: personal data; numbers 0-50;
phone numbers; simple arithmetical operations;
names and titles
Grammar: yes/no questions with be;
questions with what and who
Language Functions: comparing management
and leadership traits; identifying different styles
of management
Vocabulary: time prepositions; days; months;
ordinal numbers
Grammar: Present continuous tense;
possessive ’s
Language Functions: describing future
arrangements; times and dates

Vocabulary: management activities
Grammar: present continuous for future
arrangements

UNIT
LANGUAGE
4 Money and Banking Language Functions: asking for repetitions;
talking about money
(pp. 20-24)
Vocabulary: formal words/phrases for banking;
compound nouns
Grammar: imperatives; articles
Language Functions: asking for explanations;
5 Bank Accounts
explaining and rephrasing
(pp. 26-30)
Vocabulary: verbs for banking; compound nouns
Grammar: present simple
Language Functions: phoning a switchboard
6 Customer Service
and stating the purpose of your call; working at
and Loans
a switchboard
(pp. 31-35)
Vocabulary: banking services to commerce;
telephone language
Grammar: the two present tenses

NEW SKILLS
writing a short paragraph;

scanning rows and
columns in tables;
listening for information

spelling rules; punctuation
(apostrophes)

choosing appropriate
forms of communication;
addressing envelopes;
reading and writing
emails; email addresses

NEW SKILLS
listening for detail

scanning columns and
rows to extract numerical
data quickly
writing to a bank;
requesting credit; using
appropriate language;
pronunciation: word stress

3


Scope and Sequence
UNIT
7 Office Equipment

(pp. 36-40)

8 Satellites
(pp. 41-45)

9 Friendship
(pp. 47-51)

UNIT
10 Account Books
(pp. 52-56)
11 An Electronic
Office
(pp. 57-61)

12 Success in Life
(pp. 62-66)

LANGUAGE
Language Functions: asking about and
describing quantities; needs and wants;
asking for clarification
Vocabulary: stationery and related unit
nouns
Grammar: countable / uncountable
nouns; have got
Language Functions: expressing
similarity; comparison and degree of
difference
Vocabulary: radio components; adverbs;

conjunctions
Grammar: comparatives with than;
as … as; adverbs of degree:
far / slightly greater than; relative
clauses: in which; from where
Language Functions: Greeting
colleagues; offers; invitations and
responses; orders in a restaurant
Vocabulary: containers; food; more unit
nouns
Grammar: countable / uncountable
food nouns; would you like + noun or
infinitive; the pronoun one

NEW SKILLS
listening and making a list;
spelling; understanding and
completing order forms

LANGUAGE
Language Functions: talking about the
responsibilities of an accountant
Vocabulary: past time expressions
Grammar: past tense of be
Language Functions: Comparing
objects; specifications and dimensions;
advantages and disadvantages
Vocabulary: past time expressions; basic
computer vocabulary; adjectives and
their opposites

Grammar: comparative adjectives: adj +
infinitive
Language Functions: describing
abilities; classifying and defining
Vocabulary: work skills and attributes;
classification words
Grammar: comparative adjectives: adj +
infinitive; relative clauses (defining)

NEW SKILLS
listening for information; reading
a newspaper article

phoning to apply for a job;
note-making; relating verbs, agent
and concept nouns; job
advertisement

understanding a menu; reading
formal and informal invitations;
writing an invitation

reading a newspaper article;
listening and taking notes

correcting punctuation in emails

All the names, characters and companies mentioned in the book are imaginary

4

1 Functions of
A Quick silent reading
1

Management

Read the text quickly. Choose True or False.
1 TST* is a British company.
True/False
2 These six people work in
Damascus.
True/False
3 They all know some English. True/False

e is
ny. Its head officIts
pa
m
co
an
ri
Sy
a
.
TST is the name Tofhas a sister company in Londone are
in Damascus. TS and it is a British company. Her
name is TST UK, le in TST Damascus.
some of the peop

Ali Al-Mathiab
rector
Job: Managing Di
di
au
as
M
abic
El
Ar
a
:
lw
ge
Sa
First langua
English,
st
s:
ni
ge
io
pt
ua
ce
nd lang
Job: Re
co
Se
ic

ab
First language: Ar: English
French
Second language
Huda Kassem
.
..
Job: Secretary Arabic
Simon B.......
ficer
First language: : English
Job: Training OfEn
h
is
gl
Second language
First language: s: French,
Second language
Italian
Omar Al-Kindi
ant
Job: Sales AssistAr
abic
Andy W........
:
First language : English
er
fic
Of
l

ca
ni
ch
ge
Te
ua
Job:
Second lang
glish
First language: En: French
Second language

TST

*Technical Syria Technostructure: a company in which a group of experts direct the workings of industries.

5


B Reading
2

Read the information in A again and answer
the questions.
1 Is TST UK in London?
2 Is Mr Al-Mathiab the Managing Director
of TST?
3 What is his first name?
4 Is English his first language?
5 Who is the Receptionist?

6 What is her second language?
7 Is Huda a Manager?
8 What is her surname?
9 Who speaks French and Italian?
10 What is his job?

C Listening
3

5

Have conversations like Exercise 4 with the
people at TST.

6

Ask other students about their surnames
and how to spell them.

E Names and titles
7

Titles
Mr + surname
Mrs or Ms + surname
Miss or Ms + surname

Say the title + surname for these people.
1 Huda Kassem (She is not married.)
2 Salwa Al Masaudi (She is married.)

3 Ali Al-Mathiab (He is married.)
4 Omar Al-Kindi (He is not married.)
5 Andy Whitington (I don’t know.)

9

Ask and answer about the people at TST.

Simon B
Andy W

4

6

Work in pairs. Practise this conversation.
A Excuse me, Simon. What’s your surname?
B My surname’s Bennett.
A How do you spell that?
BB-E-N-N-E-T-T

Who for?
a man
a married woman
a single woman

8

Listen and complete the English
surnames.

D Checking spelling

Study this information.

Example
A Excuse me, Mr Al-Kindi. What’s your first
name?
B Omar.


Functions of management
F Grammar

H Numbers

10

14

Study the table.

Yes/No questions with be
Is Huda a secretary?
Is she married?
Is Ali a manager?
Is English his first
language?
11

12

Yes, she is.
No, she isn’t.
Yes, he is.
No, it isn’t.

Make questions using these words.
1 Salwa / receptionist
2 she / married?
3 Omar / secretary?
4 English / second language?
5 Andy / technical officer?
6 Arabic / second language?
Now ask and answer the questions.

G Questions with what and who
13

Put these words in the correct order to make
questions.
1 What your language second is?
2 is your ? surname What
3 Who Managing Director of ? TST the is
4 ? Whitington is Who Andy
5 is his ? What second language
6 name of the your school ? What is

Remember

We write What is and Who is, but we
say What’s and Who’s.

Study and learn.

0
1
2
3
4
5
6
7
8
9

zero
one
two
three
four
five
six
seven
eight
nine

10
11
12

13
14
15
16
17
18
19

ten
eleven
twelve
thirteen
fourteen
fifteen
sixteen
seventeen
eighteen
nineteen

20
21
22
23
24
25
26
27
28
29

twenty
twenty-one
twenty-two
twenty-three
twenty-four
twenty-five
twenty-six
twenty-seven
twenty-eight
twenty-nine

30
31
32
33

thirty
thirty-one
thirty-two
thirty-three

40 forty
41 forty-one
42 forty-two
50 fifty

Remember

0 = zero or nought in maths,
but 0 = oh in telephone and

room numbers.

7


I Reading
15

Look at the chart and answer the questions.
1 Who are the people on this list?
2 What information about each person is there?
3 Are the surnames in alphabetical order?
4 Which room is Simon Bennett in?
5 What is his telephone number?

TST

TST alphabetical staff list
Name
Abd Al Rahman, Najat
Al-Kindi, Omar
Allam, Farid
Bennett, Simon
Fakhry, Samer
Carter, John
Assaf, Najwa
Jaber, Abdulkareem

Room number
17

24
39
19
12
16
22
11

Telephone number
96311 3650241
96311 3650239
96311 3998718
96311 3650253
96311 3998724
96311 3998721

J Room and telephone numbers
16

Read, listen and repeat.
A Who’s in room sixteen?
B John Carter.
A What’s his telephone number?
B Three double-nine eight seven two four.
B Who’s in room twenty-two?
A Najwa Assaf.
B What’s her telephone number?
A I don’t know.

17

8

Work in pairs. Have four similar conversations about other room numbers on the list.


Functions of management

K Mathematics
18

Study and learn the words.

Symbol Word(s)

Example

+

plus

Seven plus nine equals sixteen. (7 + 9 = 16)

-

minus

Nine minus seven equals two. (9 - 7 = 2)

x

times

Three times four equals twelve. (3 x 4 = 12)

÷

divided by Twelve divided by four equals three. (12 ÷ 4 = 3)

%

per cent

Twenty-five per cent of forty equals ten. (40 x 25% = 10)

.

point

Nought point two five plus one point seven five equals two.
(0.25 + 1.75 = 2)

19

Say.
1 12 + 3
2 12 - 3
3 12 x 3
4 12 ÷ 3

5
6
7
8

10 - 10
13 + 14
20 x 10%
47.8 - 16.4

20

Now ask and answer about the calculations above.
Example
A What‘s twelve plus three?
B Twelve plus three equals fifteen.
21 Listen to the teacher’s questions and calculate the answers.

L Different functions
22 Match the management functions in the box with their definition.

Directing

Organising

Staffing

Controlling

Planning

is the ongoing process of developing the business’s mission and objectives
1
and determining how they will be accomplished.
2
is establishing the internal organisational structure of the organisation. The
focus is on division, coordination, control of tasks and the flow of information within the
organisation.
3
is filling all positions in the business with qualified people. Recruiting,
hiring, training and evaluating are the specific activities included in the function.
4
is influencing people’s behaviour through motivation, communication, group
dynamics, leadership and discipline. The purpose is to channel the behaviour of all personnel
to accomplish the organisation’s mission and objectives.
5
is measuring and reporting actual performance and taking corrective or
preventive action as necessary.

9


2 Management
Concepts

A Dialogue
1

Listen and read, then answer the
questions.

Simon: Hello, Helen. What is wrong?
Helen: I am having a problem finishing my
work on time!
Simon: Oh! Well, managing time is a very
important skill it’s not easy to cope
with all the work and finish on time.
Helen: I envy the people who naturally have
good time-management skills. Others,
like me, have not been able to develop
these good habits.
Simon: You know, time is probably the most
valuable asset available to people and
organisations. Understanding how to
manage one’s time can contribute to
the success of our professional lives. I
will give you a book about this topic;
it may be helpful.
Helen: Thank you Simon. I will try to read it
and give it back to you next week.

A week later ...
Helen: Hi, Simon ... I want to tell you what I
learned from the book you gave me!
Simon: Hello, Helen. Ok, go ahead.
Helen: There are three skills I need to develop
to be good at time management and
these are the development of suitable
personal qualities, the development
of short- and long-term goals and the
effective use of computers.

Simon: Well, that is a lot of work!
Helen: Yes, these skills need time to be
developed but if I practise them I think
I will overcome my fear of deadlines!
10

Questions
1
2
3
4

What is the problem that Helen is facing?
Is it a common problem that employees face?
Is there a solution to the problem?
What are the three skills that need to be
developed?
5 Do you know these skills? Can you explain
each one of them in one sentence?

B Listening
2

Listen to the definition of Human
Resource Management and fill in the
blanks with the key words in the box.
benefits care and logic efficiency
fairness hiring recruitment

Human resource management is the function

within an organisation that focuses on the
of management and providing
direction for the people who work in the
organisation. Human Resource Management is
the organisational function that deals with
issues related to employees such as
, safety,
compensation,
, employee motivation,
health,
communication, administration and training.
The Human Resource Management Department is
designed for those who want to become a
member of management in any profession at
any level. Employees of the human resources
department should have two major skills:


Management Concepts
• comprehend that human resources should be

managed with _
• recognise that human resource decisions
affect the _ _
of employment
relationships, the attitudes and behaviours
of employees and the _
of the
organisation.

C Manager / Leader
Manager / Leader Traits

3

Directs energy toward
goals, resources and
organisation structure,
determining the
problems to be solved.

Directs energy towards
guiding people to
discovering practical
solutions.

Sees the world as
relatively impersonal
and static (black and
white).

Sees the world as full
of colour and is constantly blending new
colours and shapes.

Influences people
through the use of
logic, facts and reason.

Influences people

through altering
moods, evoking images
and expectations.

Vi ews work as an
enabling process,
involving a
combination of ideas,
skills, timing and
people.

Vi ews work as
developing fresh
approaches to old
problems, or finding
new options for old
issues.

Has a low level of
emotional involvement
in their work.

Takes in emotional
signals from others,
incorporating them
into the relationship
with individuals.

D Reactive Management vs
Predictive Management

4

The following are definitions of two different
styles of management. Read them, then
decide which skills relate to which style.
Reactive management deals with problems
as they come up. However, predictive
management focuses on reducing the number
of problems.
• If you are good at reactive management,
you are
.
• If you are good at predictive management,
you are
.
1 more aware of the important issues than
the merely urgent ones.
2 creative and able to develop many
solutions.
3 more focused on why something went
wrong, rather than what can be done to
fix it.
4 able to keep the big picture in mind when
working through the details.
5 calm and in control in the midst of a
crisis.
6 thoughtful and analytic.
7 innovative and able to find new ways to
solve problems.
8 decisive and able to act quickly.

Work in pairs. Read the above traits and
compare them. Which traits do you believe
are better for dealing with responsibilities?
Start your conversation as follows:
Example
Student A: I think it is good for managers to keep
away from being emotionally involved in their work.
Student B: I don’t agree with you. I think that good
managers should at least understand the emotional
state of the employees they are dealing with.
Student A: .......

11


E Vocabulary
5

F Grammar

Match the phrases to the pictures.
1 filing
2 having lunch
3 writing a letter
4 photocopying
5 greeting a visitor
6 answering the telephone
7 reading a newspaper
8 sending a fax

Sawsan

Charles

Present continuous tense
Form this tense with the verb be + -ing.
Examples
I am (not) looking.
It is (not) working.
We are (not) coming.

We use this tense when we talk or write
about temporary activities that are
happening now.
6

Ask and answer about all the people in the
pictures.
Example
A Is Sawsan working?
B Yes, she is. She’s answering the telephone.
A Is Khaled working?
B No, he isn’t. He’s reading a newspaper.

7

Which sentences are true in your class now?
Correct the untrue sentences.
1 The teacher is standing at the front.

2 None of the students is talking.
3 The sun is shining.
4 We are all wearing the same clothes.

Khaled

Possessive ’s

Samer

Short form of be
It’s
That’s
8

12

R
b
Ruba

Falleh

Maher

Lubna

Possessive form
Omar’s
Helen’s

Is the ‘s in each sentence a short form or a
possessive form?
1 This is Huda’s office.
2 Susan isn’t here.
3 What’s the problem?
4 Huda’s Ali’s secretary.


Management Concepts
G Reading
9

Read this article about risk management and answer the questions.
1

2
Risk management involves identifying, analysing and taking steps to reduce or eliminate the
exposures to loss faced by an organisation or individual. The practice of risk management utilises
many tools and techniques, including insurance, to manage a wide variety of risks. Every business
encounters risks; some are predictable and under management’s control and others are
unpredictable and uncontrollable. Risk management is vital since some common types of
losses such as theft, fire, flood, injury or disability can destroy in a few minutes what may have
taken years to build. Such losses can affect day-to-day operations, reduce profits and cause physical
and financial hardship.
3
Transferring risk refers to the practice of placing responsibility for a loss on another party via a
contract. The most common example of risk transference is insurance, which allows a company to
pay a small monthly premium in exchange for protection against automobile accidents, theft or
destruction of property, employee disability or a variety of other risks.

4
Small businesses encounter a number of risks when they use the Internet to establish and
maintain relationships with their customers or suppliers. Conducting business online exposes a
company to a wide range of potential risks. As of the early 2000, the insurance industry had not
made policies widely available to protect businesses against the risks of e-commerce. As a result,
business owners had to include Internet security in their risk analysis and management activities.

Questions
1 Match the words with their definitions.
1 encounter
a necessary
2 vital
b group
3 hardship
c come upon
4 party
d a variety of
5 wide range of
e probable
6 potential
f difficulty
2 Put the following titles in the right place (1-4) in the text.
A The Importance of Insurance
B Internet Issues
C Risk Management
D Why Manage Risk?
3 What are the types of losses that the text discusses and what are their effects on companies?
4 How does insurance work in risk management?
5 Are businesses protected against Internet risks? Explain.

13


H Spelling rules
VERB + -ing
V erbs ending in a consonant + e
write + ing = writing
make + ing = making
live + ing= living
recite + ing = reciting
V erbs ending in a short stressed vowel +
one consonant
begin + ing = beginning
get + ing = getting
travel + ing = travelling
run + ing = running
Other verbs
visit + ing = visiting
read + ing = reading
see + ing = seeing
stand + ing = standing
10

Write the missing words.
have + ing =
sit + ing =
swim + ing =
eat + ing =
send + ing =
drive + ing =

put + ing =
open + ing =
save + ing =
lose + ing =

I Punctuation
11

14

Eight of these sentences need one or two
apostrophes. Add them where necessary.
1 Hes visiting a customer.
2 Shes Alis secretary.
3 Those are your files.
4 Whos your secretary?
5 Whose telephone is this?
6 I dont know.
7 How many people arent here today?
8 Im Mike Harpers secretary.
9 This is my sisters bag.
10 Hes my brothers manager.

J Language skills
12

Choose the correct word.
1 Is
a computer in the office?
a there

b their
c they
d them
desk is that?
2
a Who
b Where
c Whose
d How many
you.
3 I’m sorry
a troubling
b I’m troubling
c trouble
d to trouble
?
4 How many photocopiers
a there is
b there are
c is there
d are there
not working?
5 Which machines
a aren’t
b is
c are
d isn’t
your letter.
6 Thank you
a for

b here
c with
d at
Huda having lunch?
7
a Is
b Are
c Has
d Will
.
8 Are they coming? No,
a there aren’t
b he isn’t
c it isn’t
d they aren’t.
this computer?
9 Can you help me
a for
b with
c to
d in
it.
10 There’s something wrong
a for
b with
c of
d by


3 Appointments

A Dialogue
1

Q uick. I must write it down.
Paul Sawyers is meeting
Mr Roberts for lunch at 1.30
on Thursday. That’s the day
after tomorrow.

Listen and read. Then answer the questions.
Right then, Mr Sawyers.
1.30 on Thursday the
12th. G oodbye.

Oh no! He’s having
lunch with Richard
Bean on Thursday.

Sally, am I doing
anything important
on Thursday?

... because I’m taking
the afternoon off. It’s my
wife’s birthday and I’m
meeting her for lunch.

Now he’s got three
lunch appointments for
Thursday!

Questions
1 Sally is talking on the telephone
a) about an appointment
b) to Mr Roberts
c) on Thursday
d) at home
2 Mr Roberts has two business appointments
a) with Mr Bean
b) in the morning
c) at 1.30
d) after lunch

.

on Thursday.

3 He is leaving the office
on Thursday.
a) after lunch
b) at lunch time
c) in the afternoon
d) and then coming back
4 Whose birthday is on the 12th?
5 What is Sally' s problem now?
15


B Listening
2

D Fixing a date

Study the information. Then listen and
complete the times in the appointment book.

The time
9.00
9.15
9.30
9.45

We say ...
nine
nine fifteen
nine thirty
nine forty-five

4

or ...
nine o'clock
quarter past nine
half past nine
quarter to ten

We use ordinal numbers with dates.
1st first
2nd second
3rd third

4th fourth
5th fifth
6th sixth
7th seventh
8th eighth
9th ninth
10th tenth
11th eleventh
12th twelfth
13th thirteenth
14th fourteenth
15th fifteenth

Monday
10.15

See Mr Pearson
Sales meeting
Visit the new warehouse
Train to Manchester

C Telling the time
3

For each clock, answer the question in two
different ways.
Question: What time is it?

1

2

20th
21st
22nd
23rd
24th

5

16

5

6

7

8

9

twentieth
twenty-first
twenty-second
twenty-third
twenty-fourth

30th thirtieth
31st thirty-first

3

4

Complete the dialogue. The information
below will help.
A: Let' s meet on Monday the 23rd.
B: I can' t. How about the day after that?
A: Tuesday the
. OK. What time?
B: Half past four?
A: Right then. 4.30 on
the 24th.

Practise the dialogue in pairs. Use different
dates and times.


Appointments
E Vocabulary
Months
January

February

March

April

May

June

July
October

August
November

September
December

6

Answer the questions.
1 Which month is directly before July?
2 Which month is directly after November?
3 Which is the second month of the year?
4 Which is the ninth month of the year?

7

Work in pairs. Ask and answer eight more questions like exercise 6.

F Dates
We write
1st January
4th March
8

We say
the first of January
the fourth of March

Say these dates.
1 21st February
2 22nd April
3 31st December 4 3rd September
5 19th May
6 23rd August
7 14th July
8 12th June
9 3rd January
10 11th October

G Grammar
Present continuous and time phrases

We use the present continuous to talk about future appointments.
9

Make questions with the verb in the present
continuous. Add a preposition (on, in or at) if
necessary.
1 What time - she - arrive - Thursday?
What time is she arriving on Thursday?
2 Who - you - meet - this afternoon?
3 Where - you - go - Friday?
4 you - come - to the office - Thursday?

5 he - arrive - 6 o' clock?
6 Who - meet - Mr Roberts - 12th June?
7 What - you - do - tomorrow?
8 he - go - to London - July?
9 they - leave - 2.30?
10 she - have - a holiday - December?
17


H Reading
10

Read the information and answer the questions.
Telephone calls from Damascus to London are expensive. Letters are slow. Email messages are
cheap and fast.
In the first picture, Sally is writing an email message on her computer in London. The second
picture is a few seconds later. Huda is reading the message on her computer in Damascus. This
message is about fixing a date for Mr Ali to visit Mr Roberts at TST UK.

Questions
1 What are the advantages of email messages?
2 Are these messages written on paper?
3 Who wants to go to London?
11

Read this email message. Then complete the notes and decide which dates are good for Mr Ali's
visit?
FROM: Sally Harding<s harding@ tst.co.uk>
TO:
Huda Kassem<hk assem@ tst.com.org>

SUBJECT: Vis it to TST
DATE:
9 February 2009

Huda
Thank you for your message.
Next week is not good for Mr Al-Mathiab' s visit. Monday 2nd is a holiday.
Don Roberts is going to Paris on Tuesday morning and returning on Wednesday evening.
Then we are having our sales conference on the 5th and 6th.
The week after next is good. Mr Roberts suggests Monday 9th to Wednesday 11th.
Best wishes
Sally
MON 2
TUES 3
WEDS 4
THURS 5
FRI 6

18

Don Roberts in Paris


Appointments
I Dates on faxes and letters
In commercial correspondence, we can write
dates in different ways:
25th February 2009
25 February 2009
25 Feb 2009

25.02.09
(Americans write the month first, for example:
Feb 25 2009 or 02.25.09)
12

Write these dates in number form.
1 9th March 2009
2 31st August 2010
3 22nd October 2012
4 13 Apr 2011
5 6 Jun 2009
6 1 Nov 2009

J Addresses
13

Look at this letter from TST. How many
mistakes can you find on the envelope?
Mr Peter Soames
109 Mill Road
London WC2 3RJ
UK
Dear Mr Soames

K Commercial communications
14

Look at the underlined words. Give one
example of a situation where you might use
each type of communication.

1 Write a memo
to a department
2 Write a letter
3 Send a fax
4 Send an email
5 Use the notice board
6 Make a telephone call
7 Make an appointment

15

You are a secretary at TST. Match the
instructions in Exercise 14 above to these
situations.
1 You must speak to a secretary in
another company.
2 You must send a copy of a document to
London. It must arrive today.
3 You are sending a catalogue to a
customer. You must also write to
the customer.
4 You must give a written message to
someone in the office.
5 You must get some information from
TST UK. You must get it today.
6 Your boss wants to visit an important
customer next week.
7 Your boss says, ' Here are the new fire
safety instructions. Put them where
everybody can see them.'

mr peter Soames
109 mill road
london wC2 3RJ
UK

19


4 Money and
Banking
A Dialogue
1

Listen and read the dialogue in a bank. Then fill in the form.
Banker: Good morning! How can I help you?
Salah: I’d like to open a bank account, please.
Banker: Right. What kind of account −current or savings?
Salah: I need a current account, and I’d also like a credit card and a debit card.
Banker: I see. I’ll take down your personal details in a minute. Will you need an overdraft?
Salah: Will I need a what? Sorry? I didn’t catch that.
Banker: An overdraft. Some customers know in advance that they will need an overdraft.
Salah: No, I probably won’t need one. Not at first, anyway.
Banker: We have a Privilege Account. It only costs £6 a month and you get lots of free benefits,
like travel insurance and a £100 overdraft, if you should ever need one.
Salah: I’m sorry. I’m really only interested in free banking.
Banker: I see. Are you a student?
TICK TYPE OF
Salah: No, I’m on a work assignment in London with an
ACCOUNT REQUIRED

affiliate company; I’ll be here for at least a year.
CURRENT ACCOUNT
Banker: I see. I’d like to suggest our standard Current Account.
Privilege
That will give you free banking providing you stay in
(Subscription @ £6 p.c.m.)
credit. Are you interested in Internet banking?
Salah: Not for now. My office is just round the corner, so it’s
Current
quite easy for me to get to the bank during opening
(with overdraft facilities)
hours.
Cashminder
Banker: OK. I’ll put a leaflet in your information pack, in case
(no overdraft facilities)
you change your mind.
Saving account

Questions

Visa credit card
1 How long will Salah stay in London?
a 1 month b 3-6 months c 6-12 months d 12+ months
Debit card
2 Why isn’t Salah interested in Internet banking?
3 How does Salah get the banker to repeat something? (3 phrases)
4 Underline the three phrases in the dialogue that mean ‘if … ’ .
5 Why do you think the banker recommends the Privilege account?
a Because customers like free benefits.
b Some people can’t obtain an overdraft.

c The bank makes bigger profits from this account. d Free banking isn’t very popular.
6 Which account would be most suitable for a student, a person with a family and an office
worker?
20


Money and Banking
B Listening
2

Listen to the dialogue about banks and
note the information in the pie chart.

D Talking about money
6

Complete the sentences and questions with
a word or phrase from the box.

coin bills coins p.a. change supply
the money note to the pound once a year

3

1 How would you like
?
2 To make a phone call, put a 20p
in the slot.
3 Retailers need to keep a
of

coins.
4 How many Euros do I get
?
5 Could you give me two ten-dollar
for this twenty, Ma’am? ($20)
6 I found this £5
in your jacket
pocket.
7 Interest is added to the account
.
8 Salaries for cashiers start at £17,000
.
9 Excuse me, have you got
for this
£50 note?
10 The UK has no £1 notes; instead it has
£1 and £2
.

Calculate the missing percentage.

C Asking for repetition
Asking politely for repetition.
(I’m) sorry? / Pardon?
Excuse me? / Pardon me? (both American
English.)
Asking for repetition with a Wh- question
‘Can I speak to Helen?’ ‘(To) who?’
‘I don’t like his suit.’ ‘His what?’
‘Your appointment’s for Monday.’ ‘For when?’

If you are not sure that you heard correctly,
or are surprised
‘I have a message for you.’
‘A message? For me?’
If you have forgotten what somebody said
‘What’s the number of the street again?’
4

Ask politely for repetition.
Example

A
B
A
1
2
3
4
5
6
5

Your plane leaves at 8:40.
Pardon? When?
Eight forty in the morning.
I’ve got a packet here for Ms Jones.
Could you put me through to the Loans
Department?
The office is on the 27th floor.
Your taxi is here, sir.

The room rate is 5,520 S.P a night.
The overdraft rate is 11.5%.

7

Where might you hear or read the sentences
and questions in 1?
Example

1 How would you like the money?
You might hear that in a bank.
8

Learn the following words for US coins.
1
5
10
25

cent
cents
cents
cents

a penny
a nickel
a dime
a quarter

Practise in pairs. Take it in turns to ask for

repetition.
1 Give your partner an address.
2 Give your partner an email address.
3 Give your partner directions.
4 Give a colleague a message.
5 Tell your friend a place to meet in town.
6 Tell your partner about a film / book /
video you enjoyed.
21


E Vocabulary: Formal words/phrases in banking
9

Find formal words / phrases in the box for the words / phrases in italics.

complete free of charge require occasionally available tariff typically advise
1
2
3
4
5
6
7
8

Are statements free or do I have to pay for them?
This is our list of charges for current accounts.
From time to time, we open half an hour later on Wednesday mornings.
The cashiers are usually busiest at lunchtime on Saturdays.

When is the loans manager free?
Would you please fill in this form, sir?
We will tell you about any changes in interest rates on your deposit account.
Will you need a debit card to use with your current account?

F Grammar
Imperatives
We use the imperative form to tell people to do things and not to do things.
Examples

Give me the papers.
Spell your surname.

Show me

Send your CV.
10 Work

your ID.
the papers.
the address.

Look at
Don’t look at

your expenses.
this column.
those papers.
the account.

in pairs like this: A gives an instruction. B responds to the instruction.

Example
A Give me the papers.

B I’m sending them by fax.
A Don’t look at this column.
B I am not looking at it. I am looking at my expenses.

11 After
12 Write

1
2
3
4
5
6
7
8

22

five instructions, B gives five instructions and A responds to them.

a, an or the where necessary.
Damascus.
Our offices are in
They are in
large building.
building is near the university in Damascus.

My office is on
first floor.
Ali was in
London in
February.
There is
photocopier on
ground floor and another photocopier in
Omar’s
office.
My brother is leaving school next year. He wants to be
secretary in
international company.
There’s
fax machine and
computer in that office, but
computer
isn’t working.


Money and Banking
G Reading
13

Read the list of FAQs*, then answer the questions.

A customer’s guide to Internet Banking
• What does the service cost to use?
The Internet Banking Service is free of charge. However, customer service request
options like extra statements do attract a charge, which is shown on the bank’s

standard tariff.
• What do I need to use the service?
Firstly, you need to have a Downtown Bank Account and an e-mail address.
• When is the Internet Banking Service available?
The service is available 24 hours a day, every day of the year. However,
occasionally we need to do routine maintenance on the service and this is done
typically between the following times:
Monday-Saturday: 03:00-03:30 Sunday: 12:00-06:00
A message will be displayed on your screen to advise you if the service is not
available.
• Can I apply online for an account?
Yes. Select Personal Products from the home page, select the product you require
and click on Apply Now. You can then complete an online application that is sent
securely to the bank.
• Which personal accounts can I see online?
You should be able to see all your personal accounts when you log into the service.
• Will I still receive paper statements?
You will still receive paper statements. We are reviewing this situation at present and
will advise customers in due course should the situation change.
• When are my balances updated?
Balances change as soon as transactions are passed to the account.
• Is the service safe and secure?
The Internet Banking Service is protected by several layers of security, including two
layers of encoding technology.

Questions
1
2
3
4

5

What kind of services will you have to pay for?
Will you always have access to the online banking service?
How can customers open an account?
Can other people (in addition to yourself and the bank) find out details about your account?
What does ‘this’ in Answer 3 refer to?
a make Internet banking available
b do repairs
c serve customers
d change the opening times
6 ‘should the situation change’ in Answer 6 means:
a customers want a change
b if the situation changes
c the bank wants a change
d the situation must be changed
7 What are the main advantages of Internet Banking for banks and customers?
* Frequently Asked Questions

23