New Ideas

 What is the best green policy you have heard of ? Why

 “We all need to do more about the environment” Do you agree?

1. Read the text about Green Citizen and find out what service it offers businesses

GreenCitizen: the solution of electronic waste

The disposal of old computers has always been a problem for companies Now with the introduction of
fines in many countries for companies that do no respect the environment the problem is even greater.
One company in the USA, GreenCitizen, has come up with a new initiative to deal with the equipment
in an affordable and responsible way.
GreenCitizen provides a convenient service for businesses by picking up the machines from the
workplace and taking the machines from the workplace and taking them away for recycling.
GreenCitizen uses only registered recycling companies which process the components so that they
can be used again. Soon it hopes to create a system which tracks all the units it deals with.
GreenCitizen’s original service is good value for money for companies who need to update their
computer systems and at the same time maintain an environmentally friendly image

2. Answer the following questions

1. Why do companies have to take care when they dispose of their old equipment?
2. In what ways is GreenCitizen a responsible recycler?
3. What are the advantages to a company of using GreenCitizen?

3. Match a word or a phrase in bold from the text to a quote from a costumer
1. “The cost of the service was easily within our budget” __________________
2. “It was so easy and quick” __________________
3. “It’s a new and interesting service” __________________
4. “We got an excellent service for relatively money” __________________
5. “The process enables people to re-use old components” __________________
6. “It helps to protect the planet from damage” __________________
7. “…. getting rid of the items we no longer need” __________________
8. “This new plan is an excellent idea” __________________

4. Listen to four people talking about green initiatives in their companies. Then complete the
table
Speaker Green initiative Advantages
1 Reverse vending machine 1.
2.
2 Turning lights off 1.
2.
3 Biodegradable cups 1.
 2.
4 Car pooling 1.
2.
5. Match the adjectives 1-4 from the listening in 6 to the meanings a-d. Which initiatives were the
adjectives describing?
1. It’s unusual ______ a. It works.
2. It’s useful _______ b. People like it.
3. It’s popular_______ c. It’s different
4. It’s effective______ d. It’s good and helpful

6. Discuss the following questions

1. What does your company or you do to help the environment?
2. What other measures could you or your company take?
3. What do you do at home to help the environment? What more could you do?

7. Speaking : You are in charge of green policy at your place of work or study.

1 Prepare a list of three new initiatives that you think your place of work or study should adopt.

2 Now prepare and give a short (five-minute) presentation. Follow these stages:
 Give a brief overview of your place of work (or study).
Explain your ideas for new green initiatives, and for each one, say why you think they are a good idea,
and possible disadvantages.
Costumer Service

 What problems can you have when you contact a company?

 Read the comments about poor customer service. Which of these experiences have you had?
Which one is the most annoying?

‘You have to wait so long to speak to someone.’

‘They put you on hold and you can’t turn off their awful music.’
They ask you to repeat the information so many times and then nobody can help you.’
‘They try and sell you other services.’

 What is your idea of good customer service?

1. Read the six rules for good customer service in the text below. Does your company follow
these rules? Do you have experience of them as a customer?
2. Match these quotes from a company employee to the six rules in the text in
a. We design every machine to meet the specific needs of customers.
b. We negotiate special prices for our old customers.
c. We give customers their money back if they are not completely satisfied.
d. We send our customers questionnaires every two years to get their opinions.
e. We employ forty people to ensure we deliver on time.
f. We have four receptionists taking calls at all times.

3. Match the phrases in bold in the text in 1 to definitions a–h below.

a. Try to make sure customers stay with your company.
b. Design a service suitable for each person.
c.
d. Ask customers questions.
e.
f. Provide the service people want.
g. Make sure you take the goods to the customer on time.
h. Solve problems.

4. Listen to three speakers talking about their experiences of bad customer

service. Complete the table with the problem each speaker had.
Speaker Problem
1

5. Complete the sentences with a word from the list. Then listen and check your answers.
dissatisfied helpful impossible loyal unreliable

a. They said it was __________________to give me a refund.

b. Actually, they weren’t at all ____________________ .
c. I’m not going to use that taxi company again because they’re so _____________
d. We’ve been_________________ to the same company for years.
e. We were ____________________ with the service this time.
 Motivation

 What is the difference between “a reward” and “an incentive”?

 Which of these things motivate you in your job?

colleagues - interesting work -gifts for achieving targets -promotion- training-flexible hours-
money-job security
 What different rewards and incentives does a company offer?

1. Read the text. Is it negative or positive about incentive schemes?

Incentive schemes or cash?

Employers often don’t know whether to offer incentive schemes (such as travel, trips, excursions,
social events, merchandise) or cash to help their company achieve its goals. When you ask
employees what they want, they generally say “more money”, but salary increases or annual
bonuses are not always the best way to motivate staff. Non cash rewards such as merchandise
and travel can be a far more effective way to improve performance, boots staff morale and foster
company loyalty

Why do non-cash incentives schemes work better?

 They provide a lasting reminder of the achievement and the positive feelings that go with it.
 They offer rewards that can be shown to others or talked about- and it is socially acceptable to
“boast” about achievement. The same certainly cannot be said for cash.
 They provide a “guilt-free” from reward, often something employees would not otherwise do or
buy, whereas they may feel guilty for not spending cash on necessities.
 They have a higher perceived value. The actual cash value is secondary to the recognition.
 The employee’s family is often involved in the reward selection and the reward chosen may
benefit the whole family.
 Extra cash in the monthly pay packet disappears into bank account or wallet. In fact, 72% of
people receiving cash rewards use it to pay bills, can’t remember what they spent it on, or don’t
even know they received it !

2. Read the text again answer question

1. What are the advantages of incentive schemes for employers?
2. What are the advantages of non-cash incentives for employers?
3. What are de disadvantages of cash rewards?
4. Do you think incentive schemes are better than cash rewards? Why or why not?

3. Match the phrases in bold in the text to these definitions.

1. Encourage employees to want to work better ________________
2. Something done well by your own effort or skill ________________
3. Make employees feel better about themselves and their work ________________
4. Praise and reward for something you have done ________________
5. Make people work more efficiently ________________
6. Programmes that provide work more efficiently ________________
7. Be useful to someone or improve their life in some way ________________
 8. Bonuses that do not involve money ________________
9. Encourage commitment to the company ________________
10. Extra money for good work- added to salary once a year ________________

4. Complete these sentences with words from the list.

rewards schemes recognition motivate performance achievement morale

1. One way to _________ staff is to simply give them praise.

2. Winning this contract is my biggest _________ so far.
3. I don’t feel I get any ______ for the work I do. No one ever says how well I’ve done.
4. Maybe you’d boost staff _____ by holding some team meetings and offering some incentives.
5. We need to improve the overall ______ of this department - we’re quite inefficient at some
things.
6. The company offers a number of incentive _______. For example, we give bonuses to effective
employees.
7. Getting staff to work harder isn’t all about money. There are a number of non-cash
_________ we can use.

5. Listen to Claudia, Peter and Macie talking about their jobs and answer questions 1-3

1. What job do they do?

2. What benefits, rewards and incentives does their company provide?
3. What other factors give them job satisfaction?
Employees
 Why do people change jobs or careers?
 What would encourage you to stay in a particular job o career?

1. Listen to three people talking about their experience of changing jobs or careers and answer
questions 1–3. Answer these questions for each speaker.

a. What was their job and what is their job now?

b. What reasons do they give for changing jobs?
c. How did they go about getting a new job?
d. What other options could they have considered?

e. What do you think each speaker has learnt from the experience?
f. Tell a partner about a job change you have made. Why did you make it? How did you go
about it?

2. Read the interview with Ian Dickson, European HR Director for Tesco based in Prague, and
answer questions 1–3
a. What is Ian’s main message?
b. What steps has the company taken to keep staff and reduce the number leaving the company?
c. Would you like to see these ideas implemented in your company? Why or why not?

3. Match the words / phrases in bold in the interview to these definitions.

a. keep rather than lose something:
b. an essential job that a company is looking for someone to do:
c. spend money on something you think is useful:
d. providing something that’s needed:
e. choose someone for a job:
f. be able to move easily from one job to another:
g. move someone to a more senior job:
h. move someone to a different job:
i. the rate at which people leave a company and are replaced by others:
j. the way in which companies help workers get better at their jobs:
k. be successful in your career:
l. level of skill:

4. Discuss the statements below, using as many words / phrases form 3. Then present your
views to your teacher, giving examples from your own experience as appropriate.

a. It is better to persuade people over 55 to take early retirement than to make people redundant
based on the length of time in the company.
b. It is better to redeploy staff or promote internally than to appoint outside candidates.
c. Opportunities for advancement and personal development at work lead to greater job
satisfaction than a rise in pay
Grammar and Vocabulary Exercises

Exercise 1
Look at this list of legal occupations. All of these people work in law. We call all of the people who
work in these jobs ‘the legal profession’. Match the jobs with one of the descriptions.

 Solicitor  Attorney  Barrister  Lawyer

a) This person is a lawyer who gives legal advice and opinions to solicitors. He or she passed the
exams of The Bar Council at the end of his or her studies.

b) This person is a lawyer who gives legal advice to individuals and companies. He or she passed
his or her exams in the USA at the end of his or her studies and is usually a member of the American
Bar Association.

c) This person is a lawyer who gives legal advice to individuals and companies. He or she passed
the exams of The Law Society of England & Wales at the end of his or her studies.

d) This is the general job title that we use for people who work as a solicitor, barrister or attorney.

Exercise 2
Read this text about working in law. The most important words are in the key vocabulary below.
Decide if the statements on the next page are true or false.

Key vocabulary
° lawyer ° practise ° barristers ° law firm
° attorney ° judge ° training contract ° acting for
° qualified ° legal practice ° partnership ° represent
° litigation ° advocacy ° pleading a case ° specialise
° right of audience ° appear ° solicitors ° clients

There are two types of lawyer who practise in usually chooses to specialise in one particular
England. They are called barristers and area. They represent their clients both in and
[Link] the USA and most other countries, out of court. We often describe this as acting
lawyers don’t make this distinction – a lawyer is for a client. The process of making a claim in
simply known as an attorney-at-law, or an the civil court is called litigation.
attorney. Barristers are usually self-employed lawyers
In both England and the USA, it is not possible but can work in partnerships in the way that
to take a special exam to be a judge. If you solicitors do.
decide that you want to be a judge, you must They are specialists in advocacy, which is the
get a lot of experience as a lawyer first, then skill of speaking for someone in court. We call
apply to be a judge and wait to see if you are this pleading a case. They also give opinions
chosen. on areas of law to solicitors and the solicitors’
Most law students in England become clients. It is not just barristers who have the
solicitors. When they finish their university right of audience in court. Solicitors are also
studies they do a one-year legal practice allowed to represent their clients in court and
course and then a two-year training contract many solicitors appear in court every day. It is
with a law firm. After that, they are not true to say that a client always needs a
qualified solicitors. Many solicitors work for a barrister in court.
legal practice, which is usually a partnership of
solicitors who work together. Solicitors practise
in many areas of law, although each solicitor
a) There are two types of lawyer practising in England. True False

b) Last year I finished my training contract and I started working True False
for a large international law firm. I am now a qualified solicitor.

c) Only barristers can speak on behalf of clients in court. True False

d) Both solicitors and barristers can work together in partnerships. True False

e) In the USA and England lawyers can take a special exam to be a judge. True False
Listening Activity: Before listening, discuss the following words

Attorney
Another name for lawyer. A person who is hired to counsel and manage a case that goes to court.
“My attorney did everything he could to get me off for the crime I was accused of. Unfortunately he is
not a very good one and I now have to go to jail.”

Press charges
To officially inform the authorities about a crime that was committed against you.
“When my son hit another kid at school his parents had the option to press charges against my boy.
Luckily they chose not to and let the school deal with the issue.”

Alibi
To be in a different location during the time in which the crime was committed. Somebody being
accused of a crime will want to have this so he can prove that it was impossible for him to have done
the crime.
“John has an alibi for the night of the murder. He was with his mom all night watching a movie. He
couldn’t have killed Sara.”

To Sentence
When the court gives a punishment to the defendant for a crime committed.
“I think the judge will be kind when he sentences you. He didn’t seem to upset about the crime you
committed.

Retain a Lawyer
The act of employing a lawyer to represent you for whatever reason.
“I decided to not retain a lawyer. I don’t think he will sue me for such a small matter.”

Prosecutor
The lawyer whose job it is to decide who is being tried for the crime committed. He also presents the
evidence against this person in court.
“The prosecutor is going to bring up the fact that you have been arrested many times before. He will
probably call up witnesses to tell the court about these crimes.

Settlement
An agreement between the two opposing parties in a certain lawsuit.
“Luckily they were able to reach a settlement before they had to go to court.”

Ambulance Chaser
A lawyer who is out to make quick money from a person’s suffering. This lawyer encourages people to
sue for anything that happens.
“He has turned into a real ambulance chaser. He takes on the most ridiculous cases.”

Testimony
The evidence given by a witness in court under oath.
“Robert gave his testimony in court about what he knew in regards to the theft.”

Listening : Listen to the dialogue and choose the correct alternative.

1. The client wants to sue his uncle for: 
a) a felony
b) an assault
c) a misdemeanor

2. When the uncle finds out that the client is ________, he will most likely retain a lawyer. 
a) pressing charges
b) sentencing
c) offering a plea bargain

3. The lawyer hopes that they can get a/an ____________ instead of going to trial.
 a) testimony
b) prosecutor
c) settlement

4. The lawyer doesn't believe that the client is really hurt. He tells the client that he is not a/an _____
a) alibi
b) ambulance chaser kit
c) defendant

5. The uncle is claiming his girlfriend as____________

 a) a prosecutor
b) an alibi
c) a defendant

6. The judge will want to hear the girlfriend's _________. 

a) sentence
b) alibi
c) testimony

7. The lawyer warns the client that he may go to jail for _____________ the judge.
 a) prosecuting
b) sentencing
c) lying to

8. The client, at the end of the conversation, says he believes he will be ___________ a lot of money.
 a) prosecuted
b) awarded
c) stealing
Tapescript

Lawyer: Hello Mr. Johnson. My secretary tells me that you are here today because you are thinking
about pressing charges against your uncle.
Client: That is correct. He attacked me in my home last weekend. I was hit in the head with a baseball
bat. He has a lot of money and I’d like to sue him for assault.
Lawyer: Ok, I understand. Have you talked to your uncle about this yet? Do you know if he plans on
retaining a lawyer?
Client: I’m not sure, but I’m sure he will when he finds out that I plan on pressing charges against him.
Lawyer: Do you know if your uncle has any prior arrests? If I am going to be the prosecutor in this
case, I need to know everything about him. If we are lucky we may be able to reach a settlement with
him and not have to go to trial. How much money are you looking to get from him?
Client: I’m thinking a million dollars for the pain and suffering I’ve endured.
Lawyer: Really? You seem to be just fine for someone who got hit with a baseball bat. You don’t even
have a bruise. I don’t know what you have heard, but I am not an ambulance chaser. I help people
with real cases.
Client: My injury is real. I just have a really hard head, so there isn’t a bruise or anything. My uncle is
claiming that he wasn’t even at my house that night so he couldn’t of attacked me.
Lawyer: Oh. Do you know if he has an alibi? Was he with anyone the night that you say he attacked
you?
Client: He says that he was with his girlfriend that night at the movies, but that is not true.
Lawyer: Well, if this case goes to court the judge will want to hear her testimony. It will most likely be
her word against yours.
Client: You don’t seem to excited about representing me in this case. I think I will search elsewhere
for an attorney who is more motivated.
Lawyer: That’s fine with me. I don’t believe you anyway. Who gets hit on the head with a bat and has
no mark to prove it? Be careful. If this case ever goes to trial the judge may sentence you to prison
time for lying in court. Now get out of here let me see my real clients.
Client: Fine! You’ll be sorry when you hear that I was awarded a lot of money for this case.