Anna has an interview at Tip Top Trading. This episode helps her and you prepare for an interview by providing answers to interview questions. English at work helps you learn the language you need to get a job and to work in an office environment. For more: http://www.bbc.co.uk/learningenglish/english/features/english-at-work
Anna's job interview continues. But with all the pressure and stress, she has frozen mid-sentence. This episode helps Anna and you find different ways to answer interview questions. For more: http://www.bbc.co.uk/learningenglish/english/features/english-at-work
Someone's been working very long hours at Tip Top Trading. Anna is burning the candle at both ends – in other words she’s working from early until late preparing for the launch of their latest product – the Imperial Lemon. Denise is concerned about her working overtime, something she would never consider doing. But will Anna's extra efforts pay off or will she end up selling bananas instead of lemons? For more English at Work and other great content:: http://www.bbc.co.uk/learningenglish/english/features/english-at-work TRANSCRIPT Narrator: It's late at the offices of Tip Top Trading. Anna is alone, working. Again. She's been doing this all week, she wants her presentation to Mr Lime to be perfect so she's been spending hours and hours on it. Anna? Anna: Don't interrupt! I'm busy. Narrator: Woah! Anna: Sorry. Narrator: Anna, you're really burning the candle at both ends. Anna: What? Narrator: Burning the candle at both ends – it means working very hard – working late and getting up early to work all the time. Anna: Oh. I didn't know that expression. Narrator: Well here are some more: You're doing overtime; which means you're working longer than office hours. You're putting in the hours; which means you are spending all the time needed to achieve something. Anna: Yes, I'm putting in the hours to make sure my presentation is perfect. Narrator: And if you don't mind me saying so, you might burn out; which means you are working so hard that you might get very tired and run out of energy. Anna: I'm not burning out. I'm full of energy. I just need to finish this bit... Denise: My goodness, nothing's locked. Do you think we've been burgled? Tom: Oh no! I left my lap-book and my me-pad on the desk... and my i-top – they're worth thousands! They're all the latest versions! Denise: I left out my elephant mug and my lady-curve nail file. They better not have stolen them! Anna: (Talking in her sleep) but it's premium, premium, faux-orange premium! Tom: Anna? Denise: It's Anna, she's asleep. Anna! Anna: (waking up with a jump) Oh! Lemons! Denise? Tom? Tom: Have you spent the night asleep at your desk Anna? Anna: Is it morning? Oh dear, yes I think so. Denise: Well, at least we haven't been burgled then. Tom: Anna, you've really been burning the candle at both ends lately. Denise: Yes, you've been doing hours and hours of overtime. Most people get their work done within office hours and anyway, we don't pay overtime here. You’ll never find me working late! Tom: Yes, I had noticed that Denise. Anna: But this presentation must be perfect. Denise: If you're not careful, you'll burn out! Then you'll really be of no use to anyone. You'll be as useful as a chocolate teapot. Tom: It's good that you're putting in the hours Anna, but you should calm down. Look at me, I do very successful presentations without spending hours preparing. Denise: Ha! Tom: In my presentation to Every Apple I just swooshed in with no preparation after a night on the town. I charmed them. They loved me! Narrator: Idiot. I bet he actually spent hours preparing he just can't admit it. Anna: Well, maybe you're right. I can't think clearly anymore, I'm so tired. I need to sleep properly otherwise I'll end up trying to sell bananas instead of lemons. Narrator: Anna has finally got the message: she's realised she's been working too much. She needs to be realistic. Here's a reminder of some of the phrases we heard to talk about how much Anna had been working: Burning the candle at both ends. Doing overtime. Putting in the hours. Burning out. Let's hope she's thinking clearly by the time she has to do her presentation. Join us next time to find out! Bye.
English at Work: http://www.bbc.co.uk/learningenglish/english/features/english-at-work Are you looking for work. Do you want a job? Would you want to work at Tip Top Trading? Watch our new animated series and learn some of the language and etiquette that you need, not just to get a job but to be the top dog, big boss, head honcho, big wig.... Animation: Rosie Miles (http://www.rosiesmiles.com/)
For more English at Work and other great content:: http://www.bbc.co.uk/learningenglish/english/features/english-at-work TRANSCRIPT Anna: (On the phone) Yes, we have plenty in stock. They're £4 per unit… They are good quality ones… Narrator: The company in France that Anna called earlier has called her back. Let's hope they're making an order. Anna: …laser technology isn't cheap… hmm, I see… Well, thanks for calling back. Bye. Paul: Everything OK Anna? Anna: Not really. One of the companies I cold called has rung back… Paul: Good, good… Anna: …but they don't want to place an order. They say we're too expensive. Paul: So you let them go? Didn't you negotiate with them? Anna: Oh, was I meant to? I wasn't sure what to say. Tom: Having trouble Anna? Don't worry, I'm sure that I can help. Negotiating is my thing! Narrator: "Negotiating is my thing"! What is he like? Mind you, he has won a Pear Salesman of the Year award so he must be doing something right. Anna: Are you sure Tom? Don't you want to negotiate your own deals? Tom: I owe you one Anna after you saved my bacon with Mr Socrates the other night. And besides you and me… Paul: Come on you two. Get a move on. Europe is waiting for us! Custard cream anyone? Tom: No thanks. Right. Now you need to call that French company back and ask them what kind of price they are willing to pay. Anna: And then say that's fine? Tom: No! Negotiate. Say "I don't think we can go that low". Anna: "I don't think we can go that low". Tom: If they want a bigger discount, tell them they will have to buy more stock. Anna: More stock, bigger discount. Tom: Yeah. And if you still can't agree a price, tell them "I'll meet you halfway". Anna: Meet halfway?! That means going to Paris! Tom: No. Halfway on the price. That line always works for me. I sold a load of plastic pears that way once. Anna: So that's "I'll meet you halfway". Thanks Tom. I'm really impressed. You… you… Tom: Am I, really?! Anna: What? I was going to say, you really do know your stuff – despite what other people say. Tom: What? Uh? Anna: Right, I'm off to make that call right now. Narrator: Good luck Anna and well done Tom! Nice to hear him give some useful advice but will it work? Let's remind ourselves of the phrases he suggested Anna uses when negotiating a sale: What kind of price are you willing to pay? I don't think we can go that low. If you buy more stock, I can offer you a bigger discount. I'll meet you halfway. Narrator: Let's see how Anna has got on. Anna: Success! They've agreed to buy 5,000 Imperial Lemons. Tom: Brilliant. I knew you would be great. Did those killer lines of mine work? Anna: Sort of – but when I said what price were they looking to pay, they said the full price! As long as I send them the contract today so I'd better go and get an envelope and post it as soon as I can. Tom: Oh great. Anna: Tom… Tom… can you come over here to the stationery cupboard and get an envelope from the top shelf for me? Tom: Yeah, suppose so… I'm coming... (Door slams shut) …oh! Anna: Oh Tom, why did you do that? It won't open… it's locked… help, help! Tom: Help! Narrator: Uh oh. This should be interesting. How are they going to explain being locked in the stationery cupboard? Until next time. Bye! Tom: Let us out! We're stuck!
For more on making requests: http://bbc.in/29Nd9JK Can Anna use polite requests to help her in her new job at Tip-Top Trading? Anna is still getting used to how things work in her new job. She turns to her colleagues to ask for help, but upsets Denise by sounding too bossy. TRANSCRIPT Narrator: Welcome back to English at Work. We're still in Anna's first week in the busy offices of Tip Top Trading. How's it going Anna? Anna: Everything's still so new to me. I keep needing to ask people for help! Narrator: Well, that's only natural at the beginning. To ask people politely for help use the words would and could. You can also use the word please, but don't make the mistake of thinking's enough to make what you say polite. Anna: Er, ok. Paul: Hello Anna! Anna: Oh hi, Paul! Paul: I was wondering if you could do something for me? Anna: Yes of course. Paul: Would you be able to print out a file for me? It's a document on CBL – Convincing Bananas Limited – they're one of our suppliers. The file should be on the system and could I have it in the next ten minutes please, as they're on their way here for a meeting? Anna: Yes. Oh no, I've no idea how to find it! Tom...?! Tom: Er, ask Denise. She should know. Anna: Ok, thanks Tom, I'll ask her. Denise: (on the phone to Sharon) I'd warned her, you know, I said 'Victoria, if you don't change your hairdresser Anna: Denise? Denise: One day you'll… hold on a moment. Anna? Anna: Please email me the background file on CBL. Denise: Er! Anna: Thank you. Denise: (on the phone) Who does that girl think she is?... Anna... new girl... I told you about her... yes with the saucepans, that's the one. She's only been here five minutes and she's already acting like the Queen of Sheba... Anna: Oh and Denise, please send it to me within five minutes, Paul needs it soon. Thank you. Denise: Really! Tom: He he, good to see who's the boss, eh Denise? Denise: Really! Narrator: Er, Anna, I think you've upset Denise...? Anna: Upset Denise? Narrator: You were a bit rude when you asked her to help. Anna: Was I? Narrator: Remember what I said Anna. Just using ‘please’ to ask someone to do something can sound a little rude. Anna: Oh. Narrator: Instead of saying 'Please send me the file' you could say 'Could you possibly send me the file?' or 'Would you mind sending me the file?' Anna: Oh! English is so confusing! I'll try to remember that. Oh no, the printer isn't even set up! Tom? Tom: Yeah? Anna: Please help me with…I mean, could you possibly help me with the printer? Tom: Er... I need to finish this email to a really important new client. Anna: But it's really urgent. Would you mind writing your email later? Tom: Okay, since you asked so nicely. Let's have a look... Narrator: Well, it's a good thing Anna has understood how to use 'could' and 'would' to ask for things, before she upsets anyone else. Let's hear those phrases again: Paul: I was wondering if you could do something for me? Paul: Would you be able to print out a file for me? Paul: Could I have it within ten minutes please? Anna: Could you possibly help me with the printer? Anna: Would you mind writing your email later? Narrator: The printer seems to be working well, but how well are Anna and Denise working together? Are these two going to be enemies? Denise: Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost had enough! I get treated like I'm some kind of servant!
Denise explains why she's in such a state of panic and Paul is not pleased. Will Anna be able to make suggestions and help resolve the crisis? For more English at Work and other great content:: http://www.bbc.co.uk/learningenglish/english/features/english-at-work
Anna gets feedback from Paul today. Following her successful Imperial Lemon presentation, Anna thinks she's going to get some good feedback from the boss. But rather than being congratulated, she's in trouble because of her poor telephone manner. However, help is at hand, and from an unexpected person... For more English at Work and other great content:: http://www.bbc.co.uk/learningenglish/english/features/english-at-work TRANSCRIPT Narrator: Hello. We're back at Tip Top Trading. Anna is very busy dealing with Mr Lime's big order for Imperial Lemons. (phone rings) Anna: Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know, you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back later. Bye. (hangs up) Tom, Mr Hu called you. Tom: Mr Hu- Anna: Mr Hu: H-U Tom: Anna, Mr Hu is a very important- (phone rings) Oh! What now?! (answers) Yes? Tom: (to himself) I'm going to have to talk to the boss about this. Anna: No. I'm busy, give me your number, I'll call you later. Yep, yep, 6... 8... thanks. Bye! (hangs up) Right, now where was I? Paul: Anna, could I have a word? Anna: Yes. (to herself) Ohhh, he must want to tell me how pleased he is with the Citrus Ventures deal. (door closing) Paul: Now, Anna... biscuit? Anna: Thank you. Paul: I'm a little bit concerned about something. Anna: (to herself/whispering) "I'm a little bit concerned..." Doesn't that mean something bad? Narrator: Yes, Anna, Paul is using a polite turn of phrase to say he is unhappy about something. Let's see what he's got to say.... Paul: I think you need to work on your telephone manner. Anna: Work on my telephone manner? Narrator: It means the way you talk on the phone is not good enough and you have to improve it – to work on it to make it better. Paul: Perhaps you should think about … Narrator: Perhaps you should think about – that's a polite way of telling you to do something! Paul: Anna, are you listening to me? Anna: Yes, sorry, I was just sort of, err, talking to myself. Could you repeat what you said please? Paul: Right, I'll start again. I said: I'm a little bit concerned about your telephone manner. You need to work on the way you speak to clients. Perhaps you should think about being a bit more polite to clients; it's important for the image of the company. Anna: Oh (close to tears) okay. Paul: You can go now – take another biscuit with you – that's my last chocolate wafer, you lucky thing! (door opens and closes) Denise: Anna? Is everything all right? Anna: (crying) Yes. Denise: What's the matter? Anna: (between sobs) Paul says I need to w-w-w-work on my telephone manner. Denise: Well I was a bit concerned about it myself. And I think Tom actually mentioned it to Paul. (Anna breaks down in renewed sobs). But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'll give you some lessons. Anna: Oh thank you. Denise: Come in early tomorrow morning, before the others get here and we'll practise. Anna: Thank you Denise, that's very kind. Narrator: Wow! Denise is actually being nice to Anna. Amazing! Although from what I've heard of Denise on the phone, she's only ever gossiping with friends. Paul was very gentle and polite in the way he explained to Anna there was a problem and that she needed to improve some things. He used these phrases: I'm a little bit concerned about... You need to work on... Perhaps you should think about... Let's see if Denise manages to teach Anna anything useful next time. Until then!
Anna has been told to improve her telephone manner and has welcomed some friendly and useful advice from Denise. They practice some mock phone conversations but Anna receives a real call with a request of a personal nature. How is Anna going to respond? Will her telephone manner be up to the challenge? For more English at Work and other great content:: http://www.bbc.co.uk/learningenglish/english/features/english-at-work TRANSCRIPT Anna: (answering the phone) Yes? Denise: Stop! That's all wrong. I'm going to call you again. This time… Narrator: Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun! Denise: …this time, you don't say 'yes' when you answer, it's rude. Call me and I'll show you how it's done. (sound of 4-digit dialling, then phone rings) Hello? Tip Top Trading. Anna: Wow, that’s good. Denise: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try it. (dialling, then ring) Anna: Hello? Tip Top Trading. Denise speaking. Denise: No! Anna: What? Denise: Say: "Anna speaking!" Anna: Oh, sorry, I'm so stressed by all this. Hello Anna speaking. Denise: You sound like you're sitting on a pineapple. Listen to my voice: Hello? Denise speaking. Anna: Hello? Anna speaking. Denise: Good. Now, when the person has introduced themself – this is Mrs Smith or whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them already, you might say: Hello Mrs Smith, how are you? Anna: Okay, what if Mrs Smith wants to speak to Tom but he's not there? Denise: You say: "I'm really sorry, he's not available at the moment. Can I take a message?" Or: "I'm afraid he's busy, shall I ask him to call you back?" Anna: Okay. Denise: And, to end a conversation, you can say: "Thank you for calling, goodbye." Let's do another practice! (phone rings) Anna: Hello? Tip Top Trading. Denise: Hello, this is Mrs Smith. Anna: Hello Mrs Smith, how can I help you? Denise: I'd like to speak to Tom please. Anna: I'm really sorry, he's not available at the moment. Can I take a message? Denise: That's okay, I'll try again later. Anna: Okay. Thank you for calling, goodbye. Denise: Excellent! (phone rings) Oh! Anna: How did you call me without dialling? Denise: I didn't, that's a real call! Anna: Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking. Mr Lime: Hello Anna, this is Seb Lime. Anna: Sublime? Mr Lime: Mr Lime from Citrus Ventures. But I think we should be on first name terms now, so call me Seb. Anna: Okay, er, Seb. How can I help you? Mr Lime: I just wanted to say again that your Imperial Lemon is fantastic... and I was wondering if you'd like to do lunch with me sometime? Anna: Lunch? Er... Narrator: I knew it! Mr Lime is interested in more than just your lemons! Anna: Would you like to discuss the Imperial Lemon? Mr Lime: Forget the lemons Anna! The reason I want to see you is more of a personal nature. Anna: Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at the moment... Mr Lime: …bbbut… Denise: Well Anna! Mr Lime eh? Anna: Oh dear Denise, I think I need a bit more help from you. He wants to talk about personnel…people, staffing… Denise: Are you sure? I think he means a personal nature, not personnel! That Mr Lime! Anna: Oh! Narrator: Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again: Hello? Tip Top Trading. This is Anna speaking. Hello? Anna speaking. Hello Mrs Smith, how can I help you? Hello Mrs Smith, how are you? I'm really sorry, he's not available at the moment. Can I take a message? I'm afraid he's busy – shall I ask him to call you back? Thank you for calling, goodbye. But how is Anna going to handle Mr Lime's request? I can't wait till next time! Bye!
Anna continues to sort out the order of Imperial Lemons for Mr Lime. He gives her a call, this time to discuss business. He wants some luxury boxes to put the lemons in and Anna needs to find them if she wants to keep her client happy. When she does she has to email Mr Lime but what should she say? For more English at Work and other great content:: http://www.bbc.co.uk/learningenglish/english/features/english-at-work TRANSCRIPT Narrator: Welcome to the offices of Tip Top Trading... (ongoing sound of annoying mobile phone ringtone) Tom: Anna, are you going to answer that? Anna: Er, well, no. It's stopped now anyway. Narrator: ...where Anna is behaving strangely. (ringing starts again) Denise: I gave you a long lesson on how to answer the phone and you're still too scared! Anna: It's not that. (desk phone starts ringing) Tom: For goodness sake! Denise: Then what? Anna: I recognise the number - it's Mr Lime! Tom: Ha! Old Slimy Limy, he must be absolutely desperate to get you to have lunch with him – even after your cruel rejection. Here, I'll answer for you. Anna: No! Denise: I'll answer. Hello, Tip Top Trading, Anna's phone... no, this is Denise speaking, Anna's busy at the moment. Can I take a message?... Yes... right.... I'll pass that on to her then… thank you for calling. Goodbye. Anna: Well. Denise: Nothing about lunch. He wants each Imperial Lemon you deliver to come in a luxury green box – like the one you had at the presentation. Anna: My goodness, we don't have many in stock, I'll have to order some. Erm...(dials a number) Hello, this is Anna speaking from Tip Top Trading, I want some imperial lemon-sized luxury boxes. Narrator: Woah, woah, woah. Anna: What? Narrator: Let's make this order a bit more politely okay? Anna: Why are the English so obsessed with being polite!? Narrator: Calm down Anna and listen to me. To put in an order for something, you need phrases like: I'd like to place an order for... We're going to need... Could you send... Could we also have... When can we expect to receive them? Anna: Right... Hello, sorry about that... I'd like to place an order for some imperial lemon-sized luxury boxes, please... we're going to need quite a few... could you send 300 please... yes... the green ones... could we also have the name of our company on the sides... when can we expect to receive them...okay, thank you, goodbye. There! How was that? Narrator: Good, well done! Denise: You'd better phone back Mr Lime to confirm he can have his boxes! Anna: Oh no! Denise: He's your client! Tom: Yes Anna, he's your client! Anna: I'm scared he'll try and ask about lunch again. Denise: Then send him an email. Anna: Good idea! Denise: Copy in me, Tom and Paul, so it’s clear you only mean business only. Anna: Yes. Thanks Denise! An email is much safer. Narrator: Is it, Anna, is it? Hmmm... Anyway, here are the phrases Anna used to place her order: I'd like to place an order for... We're going to need... Could you send... Could we also have... When can we expect to receive them? Let's see if Anna's email is really such a good idea. I have a bad feeling about it. Until next time!