Here are the sentences completed with the verbs: 1. Many small businesses have ___________ during the pandemic. shut down 2. After travelling for a year, my friend finally ___________ home. came back 3. I want to ___________ my own restaurant one day. set up 4. The store was only meant to be open temporarily, so they ___________ last month. shut down 5. Many restaurants had to radically change their operations to ___________ during lockdown. set up 6. The business struggled for a long time before finally deciding to ___________. shut down 7. After graduating, I plan to ___________ to my hometown. come back 8. It took them 6

1. MARKET LEADER
(Elementary)
DAVID COTTON
DAVID FALVEY
SIMON KENT
PEARSON
Longman

3. Starting up: Tips
A. Use words from box to complete tips
date clothes hours book customs
money cards food sport language
1. Find out about the most popular ________ in the country.
sport
money
2. Always take ________ in US dollars.
hours
3. Find out the normal working ________.
date
4. Be careful how to write the ________.
customs
5. Find out about the most important ________ and festivals.
6. Learn how to speak little of the local language
________.
book
7. Read a ________ about the history of the country.
8. Eat some of the ________ before you go.
food
clothes
9. Wear formal ________.
cards
10. Translate your business ________ into the local language.

4. Starting up
Tips
B. Which of the tips in Exercise A do you think are:
 very useful
 useful
 not useful
C. Which tips are good advice for your country? Add
some others.
Eg: It is important to learn how to greet people in their
language.

5. Vocabulary: Company Cultures
A. Complete with words in brackets
Dress (uniforms / casual Fridays / weekend clothes)
1. We don’t have to wear business suits at the end of the week.
casual Fridays
My company has a system of _____________.
2. In many banks, staff can’t wear what they like. They have to
uniforms
wear _____________.
Time keeping (flexible hours / part-time / shift work)
3. For two weeks each month, we work at night. I can’t sleep
shift work
during the day. I hate _____________.
4. We have a flexible hours
_____________ system in our office. Some people
work from 9 a.m. to 9 p.m.; others work from 10 a.m. to 6 p.m.
Time off (childcare / annual leave / public holiday)
5. I am so busy at the moment that I worked on Year Year’s Day,
a public holidays
which is a(n) _____________.
annual leave
6. How many days’ _____________ do you get in your company?

6. Vocabulary: Company Cultures
A. Complete with words in brackets
Reporting procedures (written report / face-to-face / e-mail)
face-to-face
7. We often speak on the phone but never ______________.
8. We sends us a(n) _____________ in the post each month.
a written report
Types of meeting (informal / formal / social)
9. Our department starts every day with a(n) _____________
an informal
meeting. It is very relaxed.
10. Companies have an Annual General Meeting (AGM) once a year.
It is a very _____________ meeting, with a lot of people.
formal
Names (job title / first name / family names)
11. In some countries, the company culture is formal. Staff use
_____________ when they speak to each other.
family names
12. What’s your _____________ now? Are you ‘Chief Executives’?
job title

7. Vocabulary: Company Cultures
B. Would you like to work for an
organization which has:
 Uniforms?
 Casual clothes?
 A lot of formal
meeting?
 Flexible hours?
WHY? – WHY NOT?

8. Vocabulary: Company Cultures
B. Would you like to work for an
organization which has:
 Uniforms?
 Casual clothes?
 A lot of formal
meeting?
 Flexible hours?
WHY? – WHY NOT?

9. Listening: Cultural mistakes
A. Three people are talking about cultural
mistakes
11.1.Listen to John’s story and answer the questions
1. What meal was he invited to? dinner
2. What did John look at? table
3. What was his mistake?
A. John talked during an important silence.
 B. John talked about his host’s table.
C. John didn’t want a gift.

10. Listening: Cultural mistakes
A. Three people are talking about cultural
mistakes
11.2.Listen to Cameron’s story and answer the questions
4. Where was Peter’s new job? In France
5. What was his mistake?
A. He did not use first name.
B. He did speak French.
 C. He did not use his family names.
6. How did the staff feel when Peter used first name?
They were not happy

11. Listening: Cultural mistakes
A. Three people are talking about cultural
mistakes
11.3.Listen to Susan’s story and answer the questions
7. Where did Susan make her mistake? Japan
8. Who did she go out for a meal with? Japanese sales staff
9. What was her mistake?
 A. Susan poured her own drink.
B. Susan did not laugh.
C. Susan poured too many drinks.
10. What did she forget to do?
To pour drinks for the others

12. Listening: Cultural mistakes
Remember:
It is easy to make mistakes in other cultures. What
other examples do you know?
=> Work in pairs then share with the whole class.

13. Language focus 1
Should – Shouldn’t
 We use should and shouldn’t to give advice and
make suggestions.
- We should wear formal clothes to the dinner.
- He shouldn’t be late for meetings.
 We often use I think or I don’t think with should to
say something is or isn’t a good idea.
- I think you should go on a training course.
- I don’t think you should interrupt her.
- Do you think I should learn to speak the local
language?
- Yes, I do. / No, I don’t.

14. Language focus 1: Should – Shouldn’t
Complete these sentences using should or
shouldn’t and a phrase from the box
speak to our boss buy an expensive computer be late
develop a better website stay three days
1. Our online business is bad.
We ....................................website
should develop a better .
2. Our team is working too many hours.
should speak to our boss
We ................................................... .
3. The meeting is very important.
shouldn’t be late
We .......................................... .
4. She wants to visit a lot of customers in Spain.
should stay three days
She ............................................................... .
5. We have to cut costs.
You ........................... .
shouldn’t buy an expensive computer

15. Language focus 1: Should – Shouldn’t
Give the opposite advice by using should,
shouldn’t or I don’t think
1. I think he should go to Paris next week.
............................................................. .
I don’t think he should go to Paris next week.
2. You should buy a franchise.
You shouldn’t buy a franchise.
........................................... .
3. She shouldn’t take the customers to an expensive restaurant.
She should take the customers to an expensive restaurant.
...................................................................................... .
4. I think you should launch the new product now.
.......................................................................... . .
I don’t think you should launch the new product now
5. My boss thinks it is too late to send the report now.
............................................................................... .
My boss doesn’t think it is too to send the report now
6. We should order online.
We shouldn’t order online.
...................................... .

16. Language focus 1: Should – Shouldn’t
Use the note to write suggestions to colleague
going on a business trip for the first time
 Write on business cards 
 Use surnames 
 Give an expensive gift

 Shake hands

 Be late 
Eg: You shouldn’t write on business cards.

17. Reading: fast food in Japan
A. Match these words to their meanings
1. Franchise a. A shop or other place to buy
things
b. One company allows another
2. Franchisee company to sell its goods and
services
3. Adapt c. A number of shops owned by
the same company
4. Outlet d. Change
e. A person or group of people
who can sell another company’s
5. Chain
goods or service

18. Reading: fast food in Japan
B. Which of these companies do you think have
franchise?
Companies Products
 Body Shop  Clothes
 Benetton  Computers
 IBM  Clothes and food
 McDonald’s  Fast food
 Marks and Spencer  Natural cosmetics
Body Shop
Companies
have Benetton
franchise
McDonald’s

19. Reading: Fast food in Japan
C. Read the article about fast-food chain in
Japan. Mark each statement true or false.
1. Subway has 14.000 outlets in Japan. False
2. McDonald’s is the biggest fast-food chain in America.False
3. A lot of Subway Franchises failed because the Japanese
don’t like fast food. False
4. The company said to Mr. Ono, ‘Thank customers when
they leave the shop.’ False
5. Subway ran a lot of advertisements. False
6. Mr. Ono’s store was not successful. True
7. Mr. Ono took a lot of holiday. False
8. Mr. Ono has a new job. True

20. Reading: fast food in Japan
D. Find these verbs in the article. Match them to
their meaning.
Line 5
1. Set up (paragraph 1) a. Return
2. Come back (paragraph 1) Line 16 b. Closed
3. Shut down (paragraph 3) c. opened
Line 38

21. Reading: fast food in Japan
E. Use the verbs from Exercise D to complete
these sentences.
shut down
1. The company ........................ its factory in India
after the accident.
come back
2. Do you think we should ........................ to this
restaurant tomorrow?
set up
3. He ........................ a new company with a loan from
the bank.

22. Language focus 2
Could / Would
 We often use could or would to make a request.
Could I use your mobile phone, please?
Would you open the window, please?
 We often use would you like to make an offer.
Would you like a brochure?

23. Language focus 2
A. These questions were asked on a plane journey.
Which does a flight attendant (FA) ask, and which does
a passenger (P) ask?
1. Could I have another drink, please? (P)
2. Would you put your seat up, please? (FA)
3. Would you like a newspaper? (FA)
4. Could you show me how to turn on the light, please? (P)
5. Would you like another drink? (FA)
6. Could I have the chicken, please? (P)
7. Would you like coffee or tea? (FA)
8. Could you fasten your seat belt, please? (FA)
9. Could you help me find the movie channel, please? (P)
10. Would you like any duty-free goods? (FA)

24. Language focus 2
B. which of the questions in exercise A are
offers (O) and which are requests (R)?
1. Could I have another drink, please? (R)
2. Would you put your seat up, please? (R)
3. Would you like a newspaper? (O)
4. Could you show me how to turn on the light, please? (R)
5. Would you like another drink? (O)
6. Could I have the chicken, please? (R)
7. Would you like coffee or tea? (O)
8. Could you fasten your seat belt, please? (R)
9. Could you help me find the movie channel, please? (R)
10. Would you like any duty-free goods? (O)

25. Language focus 2
C. You are at a hotel reception desk. Use the
verbs in brackets to make polite requests.
1. You want to make phone call. (use)
Could I use the phone, please?
2. You didn’t hear that. (say)
Could you say that again, please?
3. You want a taxi. (call)
Could I call a taxi, please?/ Could you call me a taxi, please?
4. You don’t know the way to the station. (tell)
Could you tell me the way to the station please?
5. You want to pay by credit card. (pay)
Could I pay by credit card, please?
6. You want to go to a good restaurant. (recommend)
Could you recommend a good restaurant, please?
7. You need a map of the city. (have)
Could I have a map of the city, please?

26. Skills: Identifying problems and agreeing action
A. Listen to the dialogue. Tick the problems
which are mentioned in the dialogue.
1. Jane doesn’t enjoy the work. 
2. She hasn’t got enough work. 
3. She has got too much work. 
4. She is bored. 
5. She has very challenging work. 
6. She doesn’t like the general office. 
7. She doesn’t like her boss. 

27. Skills: Identifying problems and agreeing action
B. Complete sentences 1 to 4 with suitable ending a) to
d)
1. The problem is a) to find out the real problem.
2. I think we should b) she doesn’t enjoy the work.
3. The best thing to do c) talk to her.
4. OK, so we’re going d) is to transfer her.

28. Skills: Identifying problems and agreeing action
C. Which expressions 1 to 4 in exercise B:
1. The problem is she doesn’t enjoy a) Identifying the
the work. problem?
2. I think we should talk to her. b) Suggest action?
3. The best thing to do is to transfer c) Agree action?
her.
4. OK, so we’re going to find out the
real problem.

29. Skills: Identifying problems and agreeing action
D. Role play this situation. An employee goes to
the human resources manager with a problem.
Employee
You go to see the HR manager to discuss a problem.
• You are not happy in your department. You do not have enough work
and you don’t like your boss.
• You want to move to a different department or work from home more.
• Discuss your problem with the HR manager and try to agree on a solution.
HR manager
An employee comes to your office. Find out what his / her problem is.
• You do not want employees to work from home.
• There are jobs in other departments.
• The company will be very busy in a month’s time.
Try to agree on a solution with the employee.

30. Skills: Identifying problems and agreeing action
Useful language
Identifying the problem
There’s a problem with …
The problem is …
Suggesting action
We could / should / shouldn’t …
I think / don’t think we should …
Agreeing action
So we’re going to
I agree. We’ll …

31. Case Study
A Change of Culture
Background
Alice Baumann is the new general manager in an overseas branch of
Kelly’s, an international bank. She wants to bring the best new ideas
from head office to the overseas branch.
Alice wants: Bank company culture now
• all staff to use first names. • staff use family names.
• all staff to dress casually on Fridays. • staff wear uniforms at all times.
• to introduce a system of flexible • working hours are fixed
working hours. (9.00 a.m. to 5.00 p.m.).
• smaller, more informal meetings. • many big, formal meetings.
• more face-to-face reports. • staff write a lot of reports.
• an open-door policy so staff can see • staff need an appointment to see
at any time. the manager.
11.5. Listen to Alice as she talks to Jeremy Owen, her manager at head
office, about the problems.

32. Case Study
A Change of Culture
Task
Alice and Jeremy meet some of the senior staff to
discuss the ideas for a new company culture.
1. Work in groups of three or four.
Alice Baumann: turn to page 139.
Jeremy Owen: turn to page 143.
Office manager and senior cashier: turn to page
144.
2. Meet and discuss Alice’s ideas. Decide what you
will change and what you will keep the
same.

33. Task
 Alice Baumann  Jeremy Owen
U want all the overseas
U want to introduce all the new branches to have the same
ideas culture as head office.
U think the image of the bank is The new culture is working very
not good well at head office.
U think the bank will lose U know that meetings with
customers if it doesn’t change fewer people are more
U think the staff will enjoy a more efficient.
relaxed culture. U want the bank to make more
U know some good staff members profit.
had to leave because the U know there is a lot of
working hours are difficult for competition from other
them. international banks.
U want the bank to do well Some of the other banks are
because it will be good for your changing their cultures.
career

34. Case Study
A Change of Culture
KELLY’S BANK
Subject: New ideas from head office
Date:
Participants:
Agenda item Decision Reason Action
1. Staff to use first names
2. Staff to dress casually
On Fridays
Writing
Write some action minutes of meeting.