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17 Business Interaction – Explaining a Report

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to explain reports in the workplace setting. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
milestone ( n.)
conclude ( v. )
qualifiers ( n.)
bid ( n.)
fiasco ( n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. It seems to me that this _________ will ruin our reputation.
2. The confirmation of _________ shall be submitted today.
3. Do you have the list of _________ for the final interview?
4. This _________ the discussion on the new production procedures.
5. This development is a _________ in the business process.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Good morning. Thank you for coming on time. Let’s get started.
Student: Alright sir, can I draw your attention to item 1—our main agenda—presentation of bid.
Tutor: It seems to me that we’ll experience a (1)________ with this. They haven’t confirmed our request yet, right?
Student: I apologize for the delayed confirmation of the (2)________ But the (3)________ assured to outbring all the orders within this month.

Tutor: I see. They are the same production teams from the 2016 Olympics, right? And it’s a huge success.
Student: Yes, and they’ve just requested small changes on production period.
Tutor: That’s just fine. We can adjust for that one, we don’t need to spend too much time on this, but I need assurance.
Student: I’ll take note of that, sir. So, that (4)________ my report for the bid. Any further adjustments, sir?
Tutor: I want to thank you and your team for your hardwork. I really appreciate it.
Student: Our pleasure, we’re glad to be part of this new (5)________.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, what are the main points to be included in a report?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You’re about to leave work. Your boss requested you to send a detailed report on the progress of your team project which he had initially asked a week ago. You informed him that it would take a few more days to finalize the report. However, he insisted an offhand general report instead.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

16 Business Interaction – Processing documents

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn some expressions that you can use when processing documents. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
receipt (n.)
contractor (n.)
contract of lease (n.)
expedite (v.)
requirements (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. A copy of the __________ will be sent to your office address.
2. The admin started processing the building __________ to avoid any delay in the construction.
3. We’ll be having a meeting with our current __________ for the project briefing.
4. Send us a copy of the official __________, the business permit, and a profile of your contractor.
5. __________ the signing of contract for the budget to be released on time.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Good morning! I am Christine Romano from Mint Eye Holdings. May I speak with Mr. Jiro Ueda?
Student: Good morning, Ms. Romano. I am Jiro Ueda, the Building Manager. How can I help you today?
Tutor: I would like to get a copy of the (1)________ from your office. May I know the requirements to secure one?
Student: First, let us know the purpose of securing a copy of the contract.
Tutor: We’ll need the contract of lease so that our (2)________ can check the repair clause.
Student: I see. Please give us a copy of your latest (3)________, a clear copy of your business permit, a profile of your contractor, and your maintenance form. Please expect the release of your requested copy in 5 working days.
Tutor: Is it possible to (4)________ the release of the contract?
Student: There’s an additional charge of $5 for an express processing. You may go to our accounting office to pay in cash, or you may opt to charge it on your next month’s bill.
Tutor: I see. I’ll gather the (5)________, then submit them to your office. Please charge the express fee on our next month’s bill.
Student: Noted, Ms. Romano. Please submit the requirements to my assistant, Ms. Yamada.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, why is documentation important?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You are in charge of processing students’ enrollment at an international school. A parent went to your office accusing you of negligence because her son was not able to attend his classes. You investigated his complaint thoroughly and found out that the requirements for enrollment was not fulfilled by the parent.
PART B_7
How do you deal with the situation?

PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

15 Business Interaction – Making Announcements

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to make announcements in the workplace setting. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
call the shots (idiom)
jot down (verb phrase)
game plan (n.)
looking forward (verb phrase)
eager beaver (idiom)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. The marketing director is developing a _________ to lure businesses to the city.
2. Penny is an _________ when it comes to work. It is not surprising that he’s appointed as the head of the trading team.
3. Since the president is away, the vice-president will _________ for the business proposal.
4. During meetings, Sara makes sure to _________ important information on her notebook.
5. She’s _________ to work for a multinational company.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Good morning, Ms. Natalie Lanzen. How is everything going? It seems to me that this meeting is an urgent one.
Student: Good morning to you, too, Christian. Indeed, this meeting is urgent, and I am sorry for the short notice. This is about our new branch.
Tutor: It’s alright, ma’am. What about our new branch? Are we going to try to come up with a (1)_________ for its opening?
Student: I was told by the chairman to (2)_________ for this project. Please (3)_________ the minutes of this meeting.
Tutor: Will do, Ma’am. So, when is the opening?
Student: The event will be held at exactly 6 pm at Hilton Auckland.
Tutor: Noted on this, Ma’am. I will also communicate with the events planning team for updates.
Student: Yes, please do so. Since Sherry is the (4) in our team, kindly assign her the job of notifying our media partners to cover the upcoming event. Make sure that everything is going smoothly since the chairman is really (5) to a successful launch.

Tutor: Don’t worry, Ms. Lanzen. We’ll do our best. Is there anything else I can do for you?
Student: That’s about it, Christian. Thank you for your initiative. You may now go back to your workstation.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, what are the things you must consider when making an announcement?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You received a letter from the CEO that you are to annouce the fixed working hours of the employees. It will be implemented starting next week. The Human Resources Department of your company agreed to abolish the flexi-time option, so all employees will be required to be at the office from 9:00 am to 6:00 pm each working day.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

14 Business Interaction – Giving and Receiving Feedback

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to give and receive feedback in the workplace setting. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
commend (v.)
stratagem (n.)
substantial (adj.)
abetment (n.)
accord (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. The report you sent me is _________. It contains all the details I need to know.
2. We must strictly follow the _______ because it is what we have agreed upon.
3. The ________ of the government is needed to accomplish the projects this year.
4. You always do your best to complete all the tasks on time. I would like to ________ you for that.
5. We have tough competitors. Thinking of a new ________ is what we need to get ahead.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Thank you for coming even on a short notice. I really appreciate it.
Student: No problem. Luckily, I have no scheduled appointments today.
Tutor: Let me start by thanking you for the detailed report you’ve sent me. I must admit it is(1) _________.
Student: You’re welcome! Do you have further questions about the status of the project?
Tutor: Not really. I like how you strictly followed the (2) _______ we have agreed upon.
Student: That’s good to hear! I would not have done it without the (3) ________ of the president of our company.
Tutor: You’re very humble. I would also like to (4) ________ your efforts to accomplish your tasks on time.
Student: Thank you. I am glad that you are satisfied with my work.
Tutor: Absolutely. The (5) _________ you proposed will definitely help us beat our competitors.
Student: I really hope it does!
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, why is having proper communication important in an organization?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
It has been two weeks, but you still haven’t received any updates from the media planners you hired for your marketing campaign. When you called them, you were given an incomplete report. You’re thinking of replacing them, however, your manager adjusted the deadline to next week.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

13 Business Interaction – Responding to unexpected questions

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to respond to unexpected questions. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
rooting ( v.)
prominent ( adj.)
remarkable ( adj.)
unsolicited ( adj.)
offend ( v.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. He became a ________ figure in this industry in just a few years.
2. The company has made some ________ progress this year.
3. He did not mean to ______ her; he was just saying the truth.
4. The team is ______ for their leader to get the Service Excellence award.
5. I received an ________ business advice. I was surprised.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: It’s a pleasure transacting with you again, Mr. Roberts. As expected from a (1) ________ computer company, your work is truly (2) ________.
Student: Thank you for your kind words. We’re only doing our job.
Tutor: You never take compliments. We’ve been doing business for year now. Well, I’m wondering how we’d deal with any future conflict that may arise between our business.
Student: Wow, I didn’t see that coming. What do you mean by it?
Tutor: I’m not trying to (3) _______ you or something. It’s just a random question.
Student: Here’s what I know, Mrs. Smith. Our company will always ensure the quality of our work to keep our clients happy and satisfied. If something happens with our products, we will happily resolve it in an instant.
Tutor: So, that’s how much you value the vision and mission of your company. Makes sense. I do apologize for that (4) ________ question.
Student: It’s actually thought-provoking. I appreciate your honesty.
Tutor: You excel at what you do, Mr. Roberts. I am (5) ________ for our continued partnership.
Student: You’re welcome, and we do appreciate your continued support, Mrs. Smith.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how should we respond to unexpected questions?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You are in the middle of your presentation about your ongoing project when someone raised a question. It’s a subject that’s not related to your report. Everyone’s attention is on you and what you’re about to say.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

12 Business Interaction – Disagreeing with someone

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to politely disagree with someone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
strategy (n.)
amenity (n. pl. amenities)
platform (n.)
real-time (adj)
advertisement (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. Befriending your enemies is a good ________ to win them over.
2. He turned down the project proposal because they failed to include the ________ that they promised during the meeting.
3. The new computing application that we use is a good ________ for engineers.
4. Yaomi is a ________ video chat and voice call application.
5. Let us hire top celebrities for our TV _______ this season.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Student: Good morning, Samantha! Do you have a minute? I need your help in our new marketing (1) ________.
Tutor: Sure! It’d be my pleasure to be of help.
Student: I have this proposal of making TV ads that will introduce our hotel’s (2)________ , services, rooms, etc. While the main target will be local customers, catching the interest of the foreign market wouldn’t hurt either. It will be nice if a few of the country’s top celebrities can appear on the TV advert.
Tutor: That sounds like a good idea, but it will be quite expensive considering the talent fees of celebrities. How about using a social media (3)________ ?
Student: That’s a possibility. Can you tell me more about it?
Tutor: Since the majority has access to the Internet and social media sites, we may be able to reach a larger audience not only here but also overseas. Our potential customers can also send in their (4)________ feedback. On top of that, it will be cost-efficient.
Student: Sounds great! Perhaps we could hire celebrities for a seasonal photo shoot, then we can post them on social media. We can have the TV (5)________ plan as a backup.
Tutor: Yes! That seems good enough to me. However, you need to coordinate with the Finance Department for the budget.
Student: Of course, but first, I need to present this plan to the President before we proceed any further. I appreciate your insights. Thank you!
Tutor: You’re right. Anytime. Good luck!
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, what will happen to an organization that doesn’t encourage constructive criticisms, healthy disagreements, and debates?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
Your fellow employee has been failing to finish your team’s weekly task assignment on time. He seems to be distracted by his recent divorce. You understand where he’s coming from, but his teammates are also upset about his irresponsible actions. You want to talk to him about it, but he keeps on avoiding you.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

11 Business Phone – Giving Instructions

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to give clear instructions on a phone call. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
thoroughfare (n.)
outlet (n.)
recap (n.)
owe (v.)
reliable (adj.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. Take the ________ upon exiting Highway 45.
2. The traffic officer is waiting at the end of the ________ to assist you.
3. Please give me a ________ so I’d know if you were able to get everything right.
4. I ________ them an explanation of what has happened in the meeting.
5. You’re as ________ as ever, Francis.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Hello, this is Francis speaking. How can I help you today?
Student: Hi, Francis. This is Elizabeth. I’m driving to MMX Convention Center. Actually, I’m leaving home right now. Could you give me directions on how to get there?
Tutor: Alright. Take a left turn to Mason Street and drive through the (1)_________ to Massachusetts.
Student: How far is it to the venue from my home?
Tutor: It’s about 21 miles if you’re taking the freeway. Don’t forget to turn right at the end of (2) ________ 25.
Student: Okay, a quick (3)_________. Take the freeway to outlet 25 and turn right.
Tutor: That’s right. Continue driving for about three miles, then turn left at the 6th avenue. The MMX Convention Center is 2 blocks away from that point.
Student: How long does it take to get there?
Tutor: If there’s no heavy traffic, you should be there in about 30 minutes. During rush hour, it might take you 50 minutes.
Student: Thank you so much for your help Francis, I (4)_________ you one. You’re as (5) __________ as ever.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
Giving clear and simple instructions is very important in business. The success of a task or project depends on how a person leads his team and provides instructions. One of the best ways to provide an effective and efficient set of instructions is by creating an outline. Use of simple words is also imperative to prevent confusion. Encouraging others to ask questions for clarifications will be a great help.
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You are tasked to lead a project which is due in a couple of weeks. Your superior decided to involve people from the other branches such as Korea, Thailand, and Vietnam. You were advised to give the instructions only in English, which isn’t the native language of your foreign teammates and you know how difficult it will be to communicate effectively.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

10 Business Phone – Reserving an item

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to reserve an item through a phone call. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
discount (n.)
inquire (v.)
down payment (n.)
reserve (v.)
purchase (v.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. I would like to _________ about your services.
2. Can we get a _________ if we buy more than 5 units?
3. We need to _________ some office supplies tomorrow.
4. Please _________ a seat for me.
5. I need to give the _________ for the orders this afternoon.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Vision Technology Inc., Brian speaking. How can I help you?
Student: Hello, I would like to (1) _________ about Epson WF-2630 printer.
Tutor: Certainly, Sir. Can I get your name and contact information, please?
Student: Sure, my name is Carl Brown, from Ace Industries Inc. Our office number is 893-5986.
Tutor: Thank you, Sir. Yes, that model is available for $59.99 each.
Student: Great! Is there any chance that we get a (2) _________?
Tutor: Yes, Sir. You can get 10% discount if you (3) _________ more than 5 units.
Student: That’s nice! Can you please (4) _________ 6 units for us? We would like to pick up the items tomorrow afternoon.
Tutor: Of course, Sir. You just have to pay 50% (5) _________ so we can reserve the items.
Student: Thank you, Brian. We’ll be there at 2 in the afternoon.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how can you be sure of the quality of the product you want to purchase online?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You received a call from a company that wants to reserve 20 units of your product, but they are not willing to give a downpayment. You know that you cannot reserve the items without the downpayment. You also know that they can be your biggest client so far. What will you do?
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

9 Business Phone – Providing customer support

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to provide customer support through the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
supply (v.)
outstanding (adj.)
peruse (v.)
verification (n.)
transaction (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. There is a balance of $150,000 _________ on the company’s account.
2. Please ________ the offered solutions which were sent to your email by the customer representative.
3. Pepper Unlimited will ________ furnitures to this building.
4. Credit card companies are able to lower fees for major __________ because there are no delinquent payers.
5. There was a long __________ process before the shipment was delivered.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Student: (A customer is calling about her account balance. Profile: Male, 25, Kita- ku Tokyo, Japan) Ex-stream International Services, I’m Aki. How may I help you?
Tutor: I’d like to know my account’s (1) ________ balance.
Student: I’ll be glad to help you. May I get your bank account number and account name?
Tutor: Sure. It’s Daisuke Ishii, and my account number is 5421-2748-8900-811.
Student: Thanks. Allow me to (2) ________ it for a while. Also, please (3) ________ the last three numbers found at the back of your card.
Tutor: It’s 542. How long will it take if I transfer it to my other bank account?
Student: Based on your records, you still have 322,640 yen. If we do the (4) ________ over the phone or online, our team will contact you for (5) ________ prior to the money transfer. The whole process usually takes about 2-3 days.
Tutor: Oh, I see. Alright.
Student: Is there anything else I could assist you with?
Tutor: I think that’s all. Thank you, Aki-san! Goodbye.
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, what do customer service representatives do?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
When I shopped at your store yesterday at around 2 PM, I received extremely poor customer service. I asked one of your staff to help me get a large box of cereals from the top shelf as it was too high for me to reach. The staff named “Shone”, however, rolled his eyes at me. He wasn’t even pleased to assist me. He said he would be back with a ladder. I waited for 10 minutes, but he didn’t come back. I hope to hear from you about this incident soon.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did in your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.

8 Business Phone – Dealing with irate callers

LESSON GOAL

Let’s check our lesson goal. In this material, you will learn how to deal with dissatisfied customers on the phone. You will also learn new vocabulary.

PART A_1
Read aloud the vocabulary words.
PART A_2
escalate (v.)
parcel (n.)
refund
investigate (v.)
courier (n.)
PART A_3
Read aloud and complete the sentences.
PART A_4
1. I received an email from the ________ that our orders will be delivered by Monday.
2. We should _______ calls from irate callers to the manager.
3. How can I get a _______? I really need my money back.
4. We will continue to ________ the problem. We’ll contact you if we find anything useful.
5. My _____ was not delivered on time. It should be here by now.
PART A_5
Read the whole dialogue with your tutor.
Fill in the blanks with the words you just learned.
PART A_6
Tutor: Thank you for calling Express Limited. I’m Sara. How may I help you today?
Student: I already received the (1) ______ from you guys, but it’s broken. How can I possibly use this? I demand a (2) ______!
Tutor: I apologize for the inconvenience. May I have your complete name so I can properly assist you?
Student: Dorothy Campbell. Kindly (3) ________. I badly need the item this weekend.
Tutor: Thank you for the information. Please stay on the line for a minute or two. I’ll look into it.
Student: I’m trying to keep calm. Make it quick before I (4) ________ this to your manager!
Tutor: (After a minute…) Thank you for waiting. Upon checking, we safely transferred products on that date to our warehouse.
Student: Aren’t you taking responsibility for this and passing blame to the (5) _______?
Tutor: No, Ma’am. Instead of a refund, we can just replace your item. I guarantee that you’ll receive it by Friday. Placing another order on our website will take you longer so this is the best option right now.
Student: Alright, alright. You left me with no choice. What else can I do?
PART B_1
Listen to your tutor as he/she reads a passage twice.
Then, answer your tutor’s question.
PART B_2
According to the passage, how should we deal with dissatisfied customers?
PART B_3
Text read out by the tutor
PART B_4
PART B_5
Read the following text aloud. Then, answer your tutor’s question.
PART B_6
You received a complaint from a client that his shipment has not arrived yet. It has been more than a week and there is no update on the status of his purchase. He wants to talk directly to the manager as he felt like the coordinators are not doing their job because no notification has been sent to him.
PART B_7
How do you deal with the situation?
PART B_8

REVIEW AND FEEDBACK

Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.